NICE Global

BACKGROUND

Please describe your company and position.

I am the VP Product of Ausrvio, LP

Describe what your company does in a single sentence.

Asurvio provides automated support backed by human assistance to millions of consumers worldwide.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire NICE Global to accomplish?

• Handle customer billing questions to mitigate negative reviews and chargebacks.
• Provide human assistance to improve customer LTV and NPS.
• Feed the product team wih objective customer support data to drive our roadmap.

SOLUTION

How did you find NICE Global?

Referral

Why did you select NICE Global over others?

• Pricing fit our budget
• Good value for cost
• Company values aligned

How many teammates from NICE Global were assigned to this project?

2-5 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

Answer all customer inquiries via phone and chat. Inquiry coverage included billing and product support inquiries. Once engaged customers were provided with answers, solutions, or offers to satisfy their needs. Offers included down sells as well as technical assistance when answers or automations were not sufficient to resolve the customers' issues.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

Customer LTV increased, NPS increased, and actionable product/service data was enabled for the company and product roadmaps.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

One weekly call was setup with company stakeholders to review KPIs and tune staffing plans. Another weekly call was setup to review customer/agent data to determind/plan special projects aimed at maximizing yield in customer handling.

What was your primary form of communication with NICE Global?

• In-Person Meeting
• Virtual Meeting
• Email or Messaging App

What did you find most impressive or unique about this company?

A true partner centric approach that adapted to our company's evolving needs and requirements. Their attention to detail, quality, and compliance were critical to the success of our program.

Are there any areas for improvement or something NICE Global could have done differently?

None.

BACKGROUND

Please describe your company and position.

I am the Workforce Manager of Coach USA

Describe what your company does in a single sentence.

Transportation.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire NICE Global to accomplish?

• Call Center 
• BPO

SOLUTION

How did you find NICE Global?

Referral

Why did you select NICE Global over others?

Good value for cost

How many teammates from NICE Global were assigned to this project?

50-60

Describe the scope of work in detail. Please include a summary of key deliverables.

• Deliver best in class customer service, continue to keep costs low without service interruption.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

• NPS
• CSAT
• Abandonment
• volume

Describe their project management. Did they deliver items on time? How did they respond to your needs?

Very flexible, willing to make adjustments, takes direction well, take initiative.

What was your primary form of communication with NICE Global?

Virtual Meeting

What did you find most impressive or unique about this company?

I’m impressed with their drive and motivation to make the project successful. Proactive communication with stakeholders.

Are there any areas for improvement or something NICE Global could have done differently?

Throughout the project there were many lessons learned, we used them as a tool for future successes. Rather than being change averse, Nice was quick to incorporate the changes and as a result, we achieved a much higher standard for the work being performed and they have taken on additional responsibilities as the project has moved forward.