Seamless integration of live chat and Salesforce enables Voices.com to provide a superior customer care experience
About Voices.com
Voices.com is the online marketplace where businesses connect with voice actors and professional voice-over talents. Radio and television stations, advertising agencies, marketing professionals, casting directors and voice talent agencies rely on Voices.com to easily search for and hire narrators and professional voice-over talents by using Voices.com award-winning web service.
The Challenge
In a market where customers have a lot of choices, Voices.com opted to differentiate its talent service by offering premier customer care and an easy-to-use service. The company deployed Salesforce to streamline its customer relationship management and to boost customer satisfaction. Whenever a customer emails Voices.com, a case is automatically opened in Salesforce. The CRM system tracks the correspondence through to resolution, and stores a record of it in the customers’ files.
But email wasn’t providing the kind of superior service Voices.com wanted for its customers. For starters, the company noticed that once a customer received a response back to an email inquiry, more questions would soon follow. “I think our customers were so surprised to actually get a response that they just wanted to keep asking questions,” explained David Ciccarelli, President and Chief Executive Officer of Voices.com. “But with each question a new case was opened, creating an administrative burden for us.”
More problematic was the time delay in answering questions via email. “We get two kinds of questions from prospects. The first is about the industry; small business owners want to know if it’s expensive to hire a professional to record their radio spot, that kind of thing. The second is about using our website. Prospects who ask industry questions invariably ask about our website. That kind of conversation is best handled in real time,” Mr. Ciccarelli said.
“Customers tell us all the time that they LOVE our live chat service. It’s ten times faster and more efficient than emailing or trying to get through to a customer service rep on a phone system.”
Lin Parkin
Manager of Voices.com
Customer Care