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Fisher & Paykel Picks Vonage for Global Customer Support

November 24, 2020

Meeting customer demands has never been more critical than when a pandemic has social distancing and shutdown orders in place across the globe.  Digital channels have proven the solution for keeping businesses open and running and allowing necessary customer communications to occur.


For global appliance manufacturer Fisher & Paykel, the need grew for self-service options and better communications options for its customers in Australia, New Zealand, Singapore, the U.K., and the U.S. drove the selection of cloud communications provider Vonage to help accelerate its digital transformation and drive customer service communications.

“Today’s customers want to be responded to instantly. They want regular updates from businesses and, more importantly, a two-way communications channel that allows them to share their concerns and feedback quickly and easily,” said Fisher & Paykel Appliances EVP Marketing and Customer Experience, Rudi Khoury.
 

The company is now using Vonage’s Messages API to offer customers instant support notifications for maintenance via SMS. The API is also helping the business to enhance post-sales, including a way for customers to provide feedback. With the API embedded in its platform, Fisher & Paykel can also offer instant confirmations and reminders and self-service links for customers to cancel or reschedule appointments.
 

“With Vonage APIs, we can communicate with customers promptly and create a unique experience giving them control at their fingertips. Vonage also helps Fisher & Paykel make the customer journey – from booking a technician and confirming the appointment to evaluating our service – a seamless process and closes any gaps in customer communications,” said Khoury.

The Vonage Communications Platform has over one million registered developers who can enhance and build experiences into existing applications and devices. It also makes it easy for businesses to enable remote work, remote delivery of services, and more.

Sunny Rao, Vonage Senior Vice President and General Manager for the Asia Pacific region, commented, “Businesses need a fast and efficient way to reach their customers no matter where they are in the world. Vonage APIs allow companies to instantly reach their customers through their preferred channels at reduced costs, enabling businesses to effectively communicate with their customers and create a better customer experience.”




Edited by Maurice Nagle


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