ChallengeModernize and streamline the customer experience, innovate income generation, and improve animal welfare — all on a tight budget
SolutionVonage Contact Center, Vonage SMS API, Intelligent Routing with Salesforce, Conversation Analyzer
ResultsImproved customer satisfaction by 30%, provided omnichannel advice and resources for animal welfare, and introduced a new SMS option for donations
Feedback + Adaptation = Improved Customer Experience
Feedback and adaptation are crucial to a modern customer experience. Using the Vonage SMS API, the RSPCA has been soliciting direct customer feedback following calls, and then taking action based on what it learns.
“When I joined the RSPCA in August of last year, I realized we didn't have a mechanism for measuring how satisfied our customers were with us,” said Harper. “So quite quickly, we got together a small group of RSPCA employees and our Vonage customer success manager, and we were able to deploy a small survey that allowed us to understand better the experience our customers were having. The really great news is that since we deployed that survey and we were able to get the feedback, we've actually improved our customer satisfaction by around 30 percent.”
Call to Action Increases Charitable Donations
As a charity, every single penny counts - particularly during the COVID crisis. Income generation is such a focus for the RSPCA team, and it’s always looking for new and better ways to connect with and encourage potential donors. The Vonage Platform has enabled the team to follow up with callers using SMS with a call to action to support the work that the RSPCA does. Now, its contact center agents can provide a memorable customer experience, and then turn that directly into lasting support for animals.
“When we started the donation SMS pilot program, the agents in our contact center were so passionate about it. They believe they're delivering a great experience and the types of people who contact us really would want to be supporters of the RSPCA,” Harper explains. “So the agents started to tell callers about the fact the donation ask was coming and encourage them to look out for it and take action. To see that passion from our team just lets us know that we’re on the right track, and the things that we're doing genuinely are making a difference — for our customers, for our agents, and for animals.”
Partnership is Key
While the flexibility, reliability and intelligence of Vonage’s solutions are valued by the RSPCA, just as important is its relationship and confidence in the Vonage team. Knowing that Vonage is a trusted communications partner allows the RSPCA to focus on what truly matters — the animals in its care.
“In the end, our whole purpose is animal welfare,” said McCahon. “And like every charity, we have to make the money we have count. We need our communication systems to work well and be capable of being made better. We have the same drives as any commercial organization in terms of we want to manage our call center, we want to manage the experience of the people coming in and talking to us and we want to efficiently move information elsewhere into the organization. And Vonage has helped us do that.”
Harper added, “Working with Vonage allows us to be agile and feel secure in knowing that, when we hit a roadblock, there will be a quick resolution. Hours, not days. As a business leader, that's what you're looking for. You don't really want to have to get drawn into the technical detail, you want to be confident that your experts are empowered to get things done. Vonage gives us that confidence.”
Click here to donate to the RSPCA and make a difference in the lives of animals throughout the UK.
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