Home shopping service leader Express Gifts Ltd said that use of VoiceSage’s customer engagement platform is proving to be a key element in helping the firm to become a truly ‘digital first’ business.

Express Gifts provides a personal shopping service to around 1.5 million customers each year through a combination of direct marketing and online via the studio.co.uk and ace.co.uk websites. Shoppers may choose to pay for their purchase within 28 days, or take advantage of a monthly credit programme.

VoiceSage surveys, composed of a combination of transactional questions and a free-text box, has helped the retailer build up a huge wealth of data on users and their preferences to deliver against that brand promise.

Express Gifts is also using VoiceSage in its collections processes, plus is trialling a new Visual Touch Message-based system to help make it easier for customers to make a payment, with a 90% retention rate but even better, an uplift in conversion rates amounting to a million pounds worth of revenue.

“Customer service and customer contact matter a lot to us, so we depend on VoiceSage to help us achieve these key business goals,” confirms Express Gifts’ Strategy & Transformation, Director Martin Dove.

“The survey data is a great, and growing, resource, while our new collections process is seen as very convenient.
“I’m also very confident about VoiceSage’s ability to deliver. I think the company has a very strong track record in that regard.”

For VoiceSage’s Chief Operations Officer Paul Cogan, “Express Gifts use of great proactive customer engagement solutions could be a useful role model for other retailers and credit organisations needing to deliver excellent customer service in a cost-efficient but competitive way.”