Regenda Group is now using VerseOne’s Vocoll Live Support software across its online services. In the first six months of using the new system, Regenda has successfully closed almost 1,000 tenant enquiries.
When contacting Regenda’s customer service team via Live Support, tenants can now choose topics to ensure that their queries are picked up by the most suitable people, while the ability of Regenda’s customer service staff to easily handle multiple enquiries simultaneously has reduced response times.
Chris Long, customer service manager, Regenda Group, said, “We wanted to increase the volume of enquiries 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 exactly that and much more.
“We are also in a better position for the future. We will be able to handle more easily the predicted increase in the number of enquiries following changes such as universal credit.”
Chris Mounsey, technical director, VerseOne, said, “We build solutions that enable our customers to realise the value of their content. The Vocoll suite, which also includes a live web-chat application, is our communications platform that drives value through collaboration. Regenda started with a trial version of Live Support and almost immediately found that it was incredibly popular with their tenants.”