Delivery Hero SE Expands Customer Support Globally While Reducing Quality Risk With Playvox
SUNNYVALE, California, August 31, 2021 / PRNewswire / – Playvox, the leading workforce engagement management solution for digital customer service, announced that Hero SE delivery, the world’s leading local delivery platform, selected Playvox to implement quality assurance globally.
Delivery Hero SE, which started out as an online food ordering service, has grown rapidly with operations in over 50 countries on four continents delivering just about everything, right to customers’ doors. Quality assurance (QA) is a crucial area in the business model for establishing local contact centers.
The aim is to implement a quality assurance program flexible enough to meet the current and future needs of internal and external contact centers around the world. Each contact center can have different team sizes, different structures, different working methods and different technologies.
“The reliability, flexibility and scalability of Playvox enables us to provide quality customer service on a global scale,” said Luisa Ribeiro, Operations Manager, Service Experience – Logistics at Delivery Hero SE. “We chose Playvox because it makes the entire quality management process easy to manage and reduces risk.”
Delivery Hero SE selected Playvox for its unique QA environment for the entire lifecycle – from managing QA workloads and sampling interactions to performing audits, through coaching, updating skills with Playvox Learning, keeping data on all contact centers in the same environment. Playvox has enabled Delivery Hero SE to evolve its agent base while reducing quality risk by ensuring that company quality standards are met throughout the process, contact centers and interactions with customers. clients.
“Playvox’s extremely simple and comprehensive workforce engagement management solutions are designed specifically for companies like Delivery Hero SE, one of the world’s fastest growing digital brands,” said Louis bucciarelli, CEO of Playvox. “We empower their agents to consistently deliver exceptional experiences every day by improving their jobs. ”
Playvox’s super-simple Workforce Engagement Management (WEM) solutions are transforming customer service. We deeply understand that exceptional employee engagement produces extraordinary customer experiences, and we love to create tools that help our customers unlock the full potential of every employee and every interaction. Playvox powers the world’s fastest growing brands and proudly serves expanding DX pioneers such as Noom, NuBank, SoFi, Stitch Fix, Twitter and Zendesk. Our suite of planning, performance, learning, quality feedback and gamification that enables agents to integrate seamlessly into the modern support operations ecosystem with tools like Amazon Connect, Salesforce, Slack, ServiceNow and Zendesk. Learn more about www.playvox.com.