Headsets.com Meets Ambitious Customer Support Goal with the Help of Vonage

Headsets.com has been a go-to source for enterprise and personal use headsets for 25 years. In that time, the company has provided more than 1.5 million businesses with high-quality, ergonomic wired or wireless headsets for office or remote work. The company notes that what makes it one of the largest distributors of headsets in North America is its customer service, or "customer love.” The company maintains an exceptional standard for its customer support team: to answer every call live within just four rings.

To keep to this ambitious standard and provide better “customer love,” the company has implemented a cloud communications platform by Vonage for integrated unified communications and contact center functionality. Headsets.com relies on Vonage (News - Alert) Business Communications (VBC) for a flexible, unified communications experience for their on-site and hybrid work employees, integrated with Vonage's contact center solution for increased productivity and personalized, intelligent customer connections, said the company. With Vonage, the Headsets.com team has strategically built both internal and external communications workflows that power exceptional experiences for both customers and employees.

"At Headsets.com, customer love drives every decision we make as a company," said Rick Mills, CFO at Headsets.com. "We have an amazing team that truly wants to help and support our customers however they can and give them the best experience possible, every time. To make this possible, we need to provide our team members with communications technology that is reliable, fast, simple, and integrated - and Vonage does that."

Powered by Vonage, the Headsets.com team has maintained a 98 percent success rate in its goal of answering every customer call live within four rings. The Headsets.com customer journey is marked by real-time interactions, intelligent routing (no phone trees here), and advanced data reporting, all working together to create the smoothest, most positive experience for every customer.

"We are seeing increased demand for unified communications integrated with contact center capabilities, CRM and business apps to create more engaging customer experiences," said Jay Bellissimo, Chief Operating Officer at Vonage. "Vonage is proud to provide the applications and solutions that enable Headsets.com to offer unparalleled customer support and seamless employee communications."

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Edited by Erik Linask