IVR and Customer Experience Solutions Bring Cheer to Poor Families in Virginia
January 02, 2013
Angel, a provider of cloud-based Customer Experience (CX) solutions such as Interactive Voice Response (IVR), has joined hands with Our Neighbor's Child, a non-profit that provides holiday gifts for children in low income families in Virginia, to reach more families during holidays.
The non-profit has integrated Angel's Outbound and Inbound CX solutions, so it is able to proactively connect with every household to confirm gift delivery as well as monitor the effectiveness of each conversation to ensure each family has a memorable and satisfying holiday experience.
Our Neighbor's Child distributed gifts to over 800 households and 2,200 children throughout the holiday season in 2011. During this period, the non-profit used to manually reach each family to schedule a gift delivery. This year, the non-profit is targeting over 850 households. With advanced call center solutions it will be able to automatically schedule the gift delivery.
"The number of families living in poverty has increased tremendously since we served our first few families in 1991," said Kelly Lavin, founder and executive director of Our Neighbor's Child, in a statement. "As we help more families in the region, we want to make sure we're continuing to provide personalized attention to each household, without impacting our resources. With Angel, we're able to keep this customized level of attention at our core and create a memorable holiday experience for more families and their children.”
With Angel, Our Neighbor's Child was able to design an outbound automated phone call that reduced this outreach to only two days, which significantly freed up the volunteers' time to pursue other projects. The solution automatically places a call in English or Spanish, ensures an adult is on the line to receive the gift confirmation message, verifies an adult will be at home during the gift delivery and records any changes to the delivery time or address.
Thanks to Angel's CX Analytics, the non-profit can easily see which families confirmed the availability of the gifts, the households that received a voicemail and those that made any changes to their delivery location or preferences. With this level of insight, Our Neighbor's Child is able to track the effectiveness and impact of each call, better allocate volunteer resources to ensure that each family receives a satisfying holiday experience specifically tailored to their needs.
"Our Neighbor's Child is doing some truly fantastic work right in our backyard and we want to see them continue to grow and maintain the personalized service they provide to our community," said Dave Rennyson, president of Angel. "With automatic calling now integrated into the organization's holiday efforts, we're looking forward to helping Our Neighbor's Child reach more families and create a truly special and delightful holiday experience for the families in this region.”
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Edited by Amanda Ciccatelli