Helps retailer gather valuable customer intelligence, resolve credit issues and improve contact centre responsiveness
Dublin & Birmingham, November 2, 2017 – Home shopping service leader Express Gifts Ltd said today that use of VoiceSage’s customer engagement platform is proving to be a key element in helping the firm to become a truly ‘digital first’ business.
Express Gifts provides a personal shopping service to around 1.5 million customers each year through a combination of direct marketing and online via the studio.co.uk and ace.co.uk websites. Shoppers may choose to pay for their purchase within 28 days, or take advantage of a monthly credit programme.
VoiceSage surveys, composed of a combination of transactional questions and a free-text box, has helped the retailer build up a huge wealth of data on users and their preferences to deliver against that brand promise.
Express Gifts is also using VoiceSage in its collections processes, plus is trialling a new Visual Touch Message-based system to help make it easier for customers to make a payment, with a 90% retention rate but even better, an uplift in conversion rates amounting to a million pounds worth of revenue.
“Customer service and customer contact matter a lot to us, so we depend on VoiceSage to help us achieve these key business goals,” confirms Express Gifts’ Strategy & Transformation, Director Martin Dove.
“The survey data is a great, and growing, resource, while our new collections process is seen as very convenient.
“I’m also very confident about VoiceSage’s ability to deliver. I think the company has a very strong track record in that regard.”
For VoiceSage’s Chief Operations Officer Paul Cogan, “Express Gifts use of great proactive customer engagement solutions could be a useful role model for other retailers and credit organisations needing to deliver excellent customer service in a cost-efficient but competitive way.”
Express Gifts’ Operational Strategy & Planning Manager Dawn Roberts will be presenting on how VoiceSage helps her team at the Engage Customer Engagement Summit this November 13, in the ‘Customer Engagement Transformation’ topic stream, 11:20-11:40 in Hall 1. engagecustomer.com/forums/future-contact-centre-conference/
An Express Gifts case study is available to download here.
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