Genesys, the global leader in cloud customer experience and contact centre solutions helped Food4Heroes, a not-for-profit organisation deliver 100,000 meals in over a month by providing the organisation with Genesys Cloud webchat.
Food4Heroes works with local catering companies to provide nutritious and healthy meals for frontline care workers and NHS staff.
The organisation is leveraging technology from Genesys to efficiently manage the scope of demand, serving 24 hospitals across the UK, and currently employing 820 volunteers.
John Brownhill, co-founder at Food4Heroes says: “Since starting Food4Heroes we have grown rapidly in terms of the number of hospitals and catering companies we work with.”
“One of the challenges we had was that people who wanted to volunteer or donate didn’t have a mechanism to contact us immediately if they had any questions. The chat is helping us actively convert queries into donations that we could potentially lose if people didn’t have means to talk to us directly.”
The simplicity of Genesys Cloud allowed the volunteers to work quickly, regardless of their location.
“Our agents are all volunteers ranging from 18 to 60 years of age. One key requirement was to have an intuitive solution that they could use from their homes,” Brownhill explains.
“Prior to this, our volunteers had not worked with such technology, so having something that is easy to use has been a great benefit to us. Training is straightforward and something we do virtually. After half an hour introduction, the volunteers are comfortable going on queue.”