Award-winning UK online investment service leverages advanced call capabilities and performance monitoring to boost customer experience
Talkdesk®, Inc., a global cloud contact centre leader for customer-obsessed companies, has been selected by digital investment service Wealthify to provide a cloud contact centre solution that will enable customers to engage more quickly and easily with the company’s Cardiff-based care team.
“Despite the challenge, Wealthify has found a formula for success, demystifying an often complex process and empowering consumers. That same customer-first mindset is reflected in their customer care centre, where every engagement is designed to be just as smooth and effortless.”
Wealthify aims to inspire anyone, regardless of their background or experience, to build their wealth and the future they want. The company exists to make investing easy to understand and accessible to all, having stripped away the complexity and jargon from the beginning and offering investing from just £1.
By leveraging Talkdesk CX Cloud™, a complete, end-to-end customer experience solution, Wealthify can scale their contact centre and adapt to changing needs as they continue to grow. Call quality, intelligent routing, and customisable features allow them to reduce wait times, improve caller satisfaction, and boost agent productivity. Reporting tools also give them a greater view of interactions and provide insights for creating richer engagements.
“Customer experience is at the heart of all we do. It’s important to us that when our customers have questions or need reassurance, they can reach a real person without hassle or delay,” said Michelle Pearce-Burke, co-founder and COO, Wealthify. “With the Talkdesk CX Cloud platform, we’ve been able to reduce call waiting times to a record low. We’ll also be using reporting capabilities to gather insights from those conversations and continue to improve our excellently rated service.”
“Financial services providers face fierce competition in today’s crowded market,” said Andy Flynn, senior vice president, industries strategy, Talkdesk. “Despite the challenge, Wealthify has found a formula for success, demystifying an often complex process and empowering consumers. That same customer-first mindset is reflected in their customer care centre, where every engagement is designed to be just as smooth and effortless.”