Gift cards are one of those presents that work well for both the receiver and the buyer, and it’s rather obvious that they have grown in popularity over the years. Most major retailers sell gift cards for all kinds of products and services, ranging from Starbucks Coffee to Visa and MasterCard (News - Alert), the latter of which works just as well as money, but with added security. For those that prefer to shop online, Giftcards.com offers an easy way to acquire gift cards without stepping inside a physical store.
Giftcards.com has pulled ranks in terms of selling co-branded corporate gift cards and other merchant cards, so much so that as the company grew, it needed to reevaluate its contact center processes to keep pace with customer inquiries. Looking to expand upon its performance, the company turned to VoltDelta’s (News - Alert) cloud-based call center solution to help streamline its call queue, including replacing its legacy system and revamping its IVR solution.
According to the case study, VoltDelta’s cloud contact center and IVR solution significantly improved performance by achieving an 88 percent call completion rate upon the initial launch with no tuning. This was an 18 percent increase over the legacy IVR system.
IVR systems can take care of most of the frequently asked questions that an organization receives, such as office hours, directions, phone directory, and common tech support questions, and allow customer service reps, salesmen and tech support specialists to concentrate on the harder stuff.
For Giftcards.com, updating its system and putting in a place a new IVR solution tailored for its needs helped callers allow callers to more effectively self serve across a specific topics related to gift card purchases.
The proof is in the case study; the customer reviews post IVR update averaged 8.2 out of 10.
Call centers in contemporary organizations stand to gain much in the effective usage of IVR for their customer service operations, not just to reduce costs but also to increase customer satisfaction and customer retention.
Edited by Alisen Downey