Easyroommate and Vivastreet Improved Customer Experience through 8x8 Cloud-based Technology
London – April 13, 2015
The world’s leading flat sharing website, EasyRoommate, and free classified ads site, Vivastreet, have strengthened their presence for customers worldwide by replacing their contact centre system with 8x8 Solutions’ cloud-based unified communications platform.
With EasyRoommate attracting 10 million monthly web visits across 25 countries in 8 languages and 5.2 millions UK users coming to Vivastreet every month, the brands needed a system that would allow customers from across the globe to easily contact customer services. Previously, their phone system would not work in all the countries they had a presence in and they had to pay to receive inbound calls from customers. Now they can offer customers local numbers, making it more cost effective for everyone.
Through the new system, EasyRoommate and Vivastreet customers will be able to contact customer service representatives from wherever they are in the world through local phone numbers, allowing for a higher call quality and more cost-effective service. 8x8 Solutions’ Virtual Contact Centre ensures that calls are routed to the right agent, wherever they are in the world, so callers are always speaking with the most appropriately-skilled agents.
Reporting was also an issue, making it difficult to store and make sense of customer call data. Now, 8x8 Solutions’ Virtual Contact Centre will be integrated with EasyRoommate and Vivastreet’s customer databases allowing them to track repeat calls, link the volume of calls with types of inquiries and also use feedback to improve customer experience.
Karine Teixera, Head of Customer Service at Web DMUK, says: “8x8 Solutions’ global coverage and flexible system was a no brainer for us. As a global company, it’s paramount that we are able to give our customers the best experience possible and Virtual Contact Centre is the ideal solution to helps us do this across the world. With the right technology in place, we can make sure every customer interaction with us is world-class.”
Kevin Scott-Cowell, CEO of 8x8 Solutions, said: “We’re really excited to be working with household names like EasyRoommate and Vivastreet. It’s always a challenge to make sure customers from across the globe receive the same excellent service and we’re looking forward to supporting them in this. We hope that now 8x8 Solutions has been integrated into the company, EasyRoommate will see strong customer feedback from their global customer base.”