News, Comment & Opinion — articles for 2017

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.

Read Regenda sees instant value with Live Support…

Reach out to patients with online support

In 21st-century Britain, chronic conditions are becoming more common due to lifestyle changes and an ageing population. Accordingly, the NHS is feeling the pressure, as are patients, who want convenient and cost-effective ways to help them self-manage their care.

For busy or home-bound patients, coming in for an appointment isn’t always easy or straightforward—and face-to-face appointments take up time and resource that isn’t always necessary if the focus of the visit is on information prescription and advice. And for patients with mental health issues, online therapy can help with daily maintenance.

Healthcare providers are exploring new ways to provide treatment outside of the traditional appointment, and online live support is a channel which brings benefits to both the patient and to the healthcare professional giving them help.

Last week, the BBC interviewed Nick Martin, a mental health patient who shares his story of online live support as part of treatment for depression, and how using this online channel to speak to someone and get advice has improved his care and ability to cope with his illness.

Listen to the interview with Nick Martin here.

If you think online live support could help benefit care in your organisation, try a free trial of Vocoll Live Support, a secure, access-anywhere channel for live help and advice.

Read Reach out to patients with online support…