Groupon Improves Service with Innovative Hosted Voice Solution

Groupon, the daily deals site has chosen hosted voice provider, Natterbox, to improve the way it handles its customers in the UK and Ireland by utilising the company’s cloud based Voice Anywhere telecoms service.

The move will allow for rapid expansion, the unification of multiple sites and improved customer service.

Natterbox's Voice Anywhere solution, ensures a more personalised and efficient journey for Groupon's customer base.

The service is pre-programmed to prioritise or re-route calls to the relevant person or department, to whichever of the multiple offices they are located in.

By analysing the call data from Natterbox’s management information reports, Groupon is able to continue to grow rapidly but strategically, directing resources into the most critical areas of the business. In addition, the management information reports have revealed a high percentage of unwanted cold calls, which Natterbox’s service can now target and block, ensuring customer service operatives are free to deal with vital calls from valued customers.

As a result, Groupon is improving call waiting times and is starting to handle even greater volumes of calls, thereby reducing its customer service costs, whilst providing an exceptional customer experience. In quarter three Groupon will also be utilising Natterbox’s Voice Integration application, which will integrate their telecoms with SalesForce.com, their CRM system; once a call is routed to the desired destination, relevant information about the caller is immediately available to the call receiver, such as call history and contact status.

Neil Hammerton, CEO of Natterbox, commented:

"Groupon has, by no mean feat, been recognised as the fastest growing company in history. Efficiently managing such an expansive, and expanding, volume of customers can become extremely complex and as a result, standards can easily slip. To avoid this situation arising and potentially becoming an issue, Groupon enlisted Natterbox’s help due to its scalable platform and flexible service, ensuring every caller is dealt with in an efficient and personalised manner."

Head of CRM at Groupon, Ash Mahmud, added:

"Natterbox's Voice Anywhere solution has allowed us to improve our customers' experiences by directing their calls to the right Groupon customer service staff and it has enabled us to draw together our call centre teams across multiple sites and to share knowledge without the need for any additional infrastructure. I am particularly looking forward to lifting the strain our customer service agents are currently under and utilising their skills, when we will start utilising Natterbox’s Voice Integration product. This next phase will ensure that our team is armed with the most up to date customer data and will help them to solve customer problems even more quickly. Natterbox has been super responsive to deal with throughout and has made the process of integration completely painless for our team."

With streamlined data procedures, Natterbox’s Voice Anywhere solution allows a greater number of calls to be dealt with by fewer agents. As a result, Groupon is minimising its customer service costs and now has the freedom to potentially re-deploy its agents into other departments should it become understaffed or placed under additional strain.

Neil continued:

"There’s enormous competition in almost every sector of business, especially online, and consequently, the customer is king; keeping them happy could quite easily be the difference between success and failure. Strategically understanding every element of a business’s telephone communications, including pinpointing and eradicating those calls which are unwanted and waste valuable time, helps it to grow in the right direction. Natterbox is helping expanding businesses like Groupon to recognise which departments to provide extra resources to, whilst also dramatically increasing customer service standards and reducing the strain on customer service agents."

About Natterbox

Launched in July 2010, Natterbox is a hosted voice provider for businesses, whose vision is to provide smart and simple to use voice communications solutions. Co-founded in 2009 by the proven management team of Neil Hammerton, Neil Burgess and Jim Page, the company brings innovative, cost-effective telecommunications software to businesses, providing them with unrivalled service and functionality, while often offering savings on existing telecommunications systems in place. Based in the southeast of England, Natterbox has launched a new regional operation in Sydney following the appointment of emerging market IT specialist, Charles Heunemann, as its new Asia Pacific Managing Director. Info: www.natterbox.com.  
 

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