With so many inbound calls, Shop Direct saw an opportunity to reduce costs by cutting call durations, improving routing, and containing more requests within the IVR. Because most of Shop Direct’s customers get in touch by phone, it also wanted to make callers more aware of offers and discounts.
VoxGen designed and delivered a series of updates to the existing IVR:
Identification and verification to identify each caller and understand their reason for calling before routing them to an appropriate agent
Self-service for common requests like payments, order status, returns, account information and ordering a catalog, removing the need for callers to wait for an agent
Personalized on-hold experience with on-hold messages for each of Shop Direct’s brands, ensuring callers only hear messages relating to the brand they are calling
The results have been phenomenal:
VoxGen services used
Read more about Shop Direct Group's IVR solution.