PR and Advertising Case Study
Nichola Cain, Managing Director, Voice Communications
Nichola Cain, 34, is Founder and Managing Director of Essex-based PR agency, Voice Communications.
Nichola understands how important customer service is in the PR industry and it is essential that her team are available to clients at the other end of the phone as much as possible. However, with a busy team of five people that are consistently attending client meetings, press launches, photocalls and interviews, this is not always possible. In 2007, Nichola discovered MyRuby and has never looked back. She explains:
"Providing exceptional customer service is the core of our business but with the busy and fast-pace nature of our sector, it is sometimes hard to always be on the other end of the phone."
"I am personally not a fan of leaving voicemails and not knowing when that person is going to call back, so I didn't want my clients to have to contend with this either. MyRuby provides the perfect solution to this, and many other aspects of our business."
Voice Communications regularly update their Ruby on the whereabouts of whole team so she can provide the callers with details such as if they are out of the office or just in a team meeting, what time they will be able to return the call, or if they will be unavailable all day.
In addition to this, Voice's Ruby knows when she can transfer urgent calls to the team's mobiles, has provided them with directions for meetings and even researched hotels.
Nichola continues: "Our Ruby really is part of our team and her support and knowledge of our team, clients and sector ensures our customer service standards never slip. For example, if we are working to finish a demanding pitch document, we know we can divert our phones straight to MyRuby and not be disturbed, but are safe in the knowledge that our calls are still being answered professionally and competently.
"We now cannot imagine working life without our Ruby - what more can we say!"
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01/09/2009
