This ease of use not only saves time but also ensures that the customer data is up-to-date and accurate, which is crucial for genealogy research.
Scalability is in our DNA
Perhaps the most significant impact CloudTalk had on MyHeritage has been its ability to scale the company’s outbound call operations across 35 different international numbers.
With CloudTalk, MyHeritage can make hundreds of daily calls to potential customers and leads without worrying about manual dialing or call drops. The software has automated the dialing process, and agents can easily switch between different campaigns and scripts based on their target customer segment.
MyHeritage’s outbound call volume soars
Over the following year, MyHeritage continued to use CloudTalk to improve its outbound calling strategy. In one single month, they were able to handle a total of 220,663 outbound calls, with only 9,391 missed calls. This further increased their call volume, despite having a slightly higher number of missed calls.
However, when looking at the overall trend, MyHeritage was able to significantly increase the number of outbound calls it can handle while also reducing the number of missed calls.
Taking a closer look at the numbers, MyHeritage was able to increase its monthly call volume by approximately 49% within just three months of implementing CloudTalk. They maintained this increased call volume throughout the year, with an additional 6% increase in the total number of outbound calls handled. At the same time, the number of missed calls also decreased by approximately 21% within the first three months.
But general statistics weren’t quite enough to satisfy MyHeritage’s curiosity. The company wanted to determine the pickup rate for each of its 35 international numbers.
Thankfully, CloudTalk’s new and improved call center analytics were able to provide the team with all the insight it needed, allowing them to break down data by phone number, create direct comparisons, and crunch the numbers through various filters.
Transforming MyHeritage’s Outbound Calling Strategy
Based on the data and statistics provided, MyHeritage successfully improved its outbound calling strategy by choosing CloudTalk as their business calling software. Not only has our solution provided a more user-friendly interface, but it has also enabled MyHeritage to scale its outbound call operations and handle more calls than ever before.
CloudTalk was proven transformative for its outbound calling strategy — it enabled the company to provide a more personalized customer experience and improve its overall service quality and, as the company continues to expand and reach more customers, CloudTalk will undoubtedly play a critical role in its continued success.