Marketing Goals

• Enhance customer service with automated information retrieval.
• Eliminate strain of Sales and CSR's.
• Immediately handle customer service requests with 24/7 IVR support

ACP created an IVR application as convenient low-cost solution for retailers, so their customers could check the status of an order or returned item. Callers heard a brief welcome and menu allowing callers to check on an order or return status of an item. This database application was able to retrieve shipping dates and tracking information ordered or returned items. The caller also had the option to speak with a customer service representative. If a CSR was unavailable the caller was asked to enter in their phone number along with their zip code.A fax request was then sent to Trinity with this information, so that a customer service representative could call them back within 4 hrs

The program exceeded customer service expectations. Over 70% of customer service requests were handled though automation, which meant customers didn’t have to wait in queue. More importantly this reduction in direct calls to the “expensive” live agents resulted in a significant cost savings. Customers requests were handled more efficiently, by faxing the agents prior to the customer contact allowed the sales/customer service staff time to review and prepare before returning the customers call. Increasing the knowledge of the sales/customer service agent and allowing the agent focus on additional sales opportunities.  

ACP delivered a cost efficient solution that was a benefit to the consumer and the retailer increasing overall customer loyalty and satisfaction levels. All data collected via the program was tabulated and used to generate custom reports that our client used to measure the effectiveness and value of this service.