Case Study: NetCE

NetCe uses HelpSpot in their call center to support over 500,000 healthcare professionals. Learn why.

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Why has NetCE chose HelpSpot as their call center customer service tool since 2011? Because “HelpSpot is full featured without being overly complicated” cites CIO, Kevin Bluck. In a growing call center of 40 agents handling over 15,000 inquires per month, a robust but agent friendly system is key.

NetCE is an industry leader in healthcare related educational content delivery and accreditation that serves the continuing education needs of over 500,000 healthcare professionals in the US. The time of these professionals is valued so delivering a trouble-free experience is paramount.

When issues do occur, HelpSpot is the core infrastructure by which they can efficiently receive and respond. Providing a central collection point for all issues, HelpSpot is a one-stop shop for agents; no issues will get lost in an agent account again! Regardless of how the customer reaches out, HelpSpot can aggregate this inquires into one queue for all agents to work.

NetCE leverages many HelpSpot features that allows 40 agents to more easily work one queue. Request assignment and notification capabilities allow multiple agents to work the same issues, which is common in a call center environment, without it getting lost in the shuttling between agents. The Live Look up feature, which integrates HelpSpot with a company's existing CRM database, gives every agent a full understanding of the customer they are writing before they start responding.

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