Helps retailer gather valuable customer intelligence, resolve credit issues and improve contact centre responsiveness
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.
Express Gifts’ Strategy & Transformation, Director Martin Dove confirms,
“Customer service and customer contact matter a lot to us, so we depend on VoiceSage to help us achieve these key business goals,”
“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.”
An Express Gifts case study is available to download by Clicking Here