Diamond.com

Customer: Diamond.com

Industry: SMB

State: FL

 

Looking to manage your customer’ purchases with verbal receipts? VPI’s digital call centre recording and call centre monitoring solution gives Diamond.com the ability to provide their customers with a “verbal receipt” of what transpired during the customer-agent purchasing transaction as well as documentation that records how the customer’s credit card was used and for what it was used to purchase.

Business Profile

Diamond.com is in the business of providing the best diamonds and jewelry available in the marketplace to its customers over the Internet. Its company philosophy is to offer customers incredible values on the largest inventory of certified diamonds in the world, along with fine jewelry and brandname watches--all with the privacy, security and convenience of online shopping. They believe in providing high quality merchandise backed up with honest information, first class service, and a total commitment to customer satisfaction. Diamond.com understands that part of that commitment involves allowing their customers to manage the multiple steps of their online purchase.

Challenge

When you buy something in a store, cash or credit, you are given proof of your purchase in the form of a paper receipt. When purchasing online, this is not the case. Usually one has to wait until the goods arrive (if and when they do) and only then do you have your paper documentation.

Sure, the customer service representative provides you with a reference number to use when you call back to check on status, but what do you do if you loose that number or your record is lost on the part of the company? With the convenience of the Internet many of today’s consumers have purchased online at least once if not regularly. You’d think by now someone would have developed an easy solution to provide customers with the security that a tangible “proof of purchase” provides.

Prior to installing the VPI call center recording system, Diamond.com did not use a digital voice recording solution. They realized the value that a system would provide them and began uncovering their options and reviewing the specs of all the recorders in the marketplace. In making its purchasing decision, Diamond.com, like other corporations looking to utilize a recording solution as a long-term business investment, had to ask themselves important questions. Is the system open or proprietary? Is it hardware or software-based? Does it function across communication channels? Does it offer a growth path to more sophisticated features?

Solution

Ultimately, Diamond.com chose the VPI system because, as Pike said, “among other great features, VPI's call center recording system provided us with an open, software-based system that offered the most flexible architecture for maintenance and upgrades” and will protect their technology investment moving towards the future.

The VPI call center recording system gives Diamond.com the ability to provide their customers with a “verbal receipt” of what transpired during the customer-agent purchasing transaction as well as documentation that records how the customer’s credit card was used and for what it was used to purchase.

Those on-line retailers who pride themselves in having the best in customer service offer these Verbal Receipts to their customers so that from the time of order to the time of delivery they have more than just a reference number. “We are providing our customers with the complete verbal record of their order and their payment method,” said David Pike, Director of Operations at Diamond.com. “That way, should a disagreement arise, both of us, the customer and the retailer, have the original transaction activity.” The ultimate assistance in customer service!

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Significant Benefits

VPI Audio Servers can passively record all or selective transactions, whether verbal or text, between agents and customers. VPI Audio Servers work with all major PBX/ACD solutions for voice recording and can integrate with e-mail and web services to capture any transaction. Verbal Receipts is VPI’s solution for controlled access by the contact center’s customer to their verbal transaction detail. VPI’s other solutions for contact centers include VPAppend for call tagging, ‘D’ channel monitoring, Quality Assessment, Screen Capture, Record on Demand, Voice Vault, and others.