News, Comment & Opinion — articles in the category "Case Studies"

Regenda sees instant value with Live Support

The Regenda Group have implemented VerseOne’s innovative Vocoll Live Support solution across their web estate, so that they can deliver improved customer service more efficiently.

The Challenge

Like all Housing Associations, Regenda’s Customer Services Department is faced with increasingly tech-savvy customers who demand a higher standard of service whilst, at the same time, having to do more with the same, or fewer, resources.

Vocoll Live Support was exactly what Regenda’s Customer Services Manager, Chris Long, had been looking for, in order to address these issues.

"We needed to increase the volume that our customer service team could handle without increasing costs, and in an ideal world even saving us money. The implementation of VerseOne’s Live Support platform has meant just that."

The Solution

Regenda started with a trial version of Live Support, and almost immediately found it to be incredibly popular amongst their tenants: for the first few months, they did not even advertise the service but, with it front-and-centre on their website, they found that customers flocked to use the service.

Live Support has also proved effective within Regenda’s Customer Service Team. The ability for customers to choose Topics means that Regenda can ensure that “chats” are picked up by the right person, and the ability to easily handle multiple simultaneous enquiries has meant faster response times for customers.

In the last 18 months, Regenda’s Customer Service Team has successfully closed 3,000 enquiries; there have been further benefits, as described by Chris Long.

"We are in a better position for the future—we will be able to handle the predicted volume increase our customer service team will face, with changes such as Universal Credit, more easily.

"Additionally, as our customer service team is now more efficient, time and resources can now be allocated to other tasks.”

Alan Neilson, Founder and Executive Chairman at VerseOne, outlined why the award-winning company developed Live Support.

"Vocoll Live Support is part of our full-stack communications and integration platform, through which we empower our customers to successfully undertake full digital transformation.

"We are delighted to work with Regenda. Not only is it fantastic to be able to meet our customers needs, but their feedback has proved invaluable in ensuring that the further development of the Vocoll Live Support provides the greatest value for RSLs."

As with all of its products, VerseOne continues actively to develop the Vocoll platform and, with over 15 organisations now using the product, it is going from strength to strength.

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