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Case Studies : How Michael's Saved $47,000 in 3 Months with Visual IVR

How Michael's Saved $47,000 in 3 Months with Visual IVR

Situation

Radial handles the customer contact center for Michaels, America’s largest arts and crafts retail chain.
The customer care team had been utilizing a traditional IVR (Interactive Voice Response) system to help handle WIZMO (Where’s My Order) calls and return status calls. While traditional IVR is helpful in providing consumers with a self-service option, the adoption rate is very low and 60-70% of calls end up with an agent.

The other trend impacting customer care is the customers’ desire for an option of 24/7 self-service, with most calls (up to 60%) being initiated from a mobile device. Since Michael’s customer service is not open 24 hours/day, Radial suggested Zappix Visual IVR, a self-service option that provided this benefit. Michaels also wanted a way to keep their customers informed of their order’s shipping status to further mitigate WIZMO calls.

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Solution

Radial recommended two solutions that would help Michaels improve their self-service options, while lowering costs and increasing customer satisfaction rates. Michaels agreed to pilot a Visual IVR solution from Zappix, along with an In-Transit notification solution to assist during the peak season.

The Visual IVR concept is designed to cut down on costly live-agent transfers and greatly improve the mobile service experience. Radial developed a partnership with Zappix, a smartphone Visual IVR software development firm, to implement this solution giving mobile consumers a highly intuitive visual interface as an alternative to a traditional phone tree that still tended to end up with an agent.

With Visual IVR, Michaels customers can choose to quickly navigate a visual-based menu optimized for smartphones, and then simply select options by touch versus listening to a list of options and interacting via voice. The result is a much faster, frictionless, and satisfying support experience that gives customers exactly the information they want — using the channel and device that they prefer.

In-transit notifications are a proactive way to reduce inbound calls by providing timely shipping details as a text or email. Customized alerts to shoppers keep them informed of delivery problems and in transit issues without having to visit a special tracking page for details.

Radial partnered with Convey to leverage their active delivery management platform, helping reduce costs through intelligent issue detection and preemptive communication around product shipment and delivery.

Results

The Visual IVR solution gave Michael’s customers a self-service option that mitigated low IVR adoption rates. Now, when customers on a mobile device call the contact center, they are given the option to proceed using an online interface where they can quickly and independently answer order and return tracking questions.

The pilot allowed Michaels to control and reduce costs associated with live agent interaction. Radial and Michaels experienced over 75% call containment, saved over $47k in 3 months and prevented 13k calls from going to an agent. Customers had positive feedback and gave an NPS rating of 91 for ease of use, 83 NPS to recommend a friend, and 84 NPS for satisfaction when not needing an agent. Average Handle Time (AHT) for calls where no agent was needed was reduced from over 6 minutes per call to under 1 minute. Overall, the Visual IVR solution was a win/win for both Michaels and the customers.

In the In-transit noti cation pilot, nearly 50% of customers opted-in to track their shipment. With the new visibility into shipment tracking, the customer care center could correct over 1200 customer shipments due to incorrect addresses, orchestrate reship activities, and handle damaged parcels.

"We want our customers to have seamless and frictionless interactions with us. We have a loyal customer base, so continuously improving customer satisfaction is important. Radial helped us keep our customers happy with self-service care option and delivery information, while helping keep our customer care costs down throughout the peak season."

— Michaels

_________________________________________________________

 

#contactcenterworld, @izappix


About Michael's:
Michaels an American arts and crafts retail chain that currently operates more than 1,262 stores as of May 31, 2014. Michaels produces 10 exclusive private brands including Recollections, Studio Decor, Bead Landing, Creatology, Ashland, Celebrate It, Art Minds, Artist’s Loft, Craft Smart, and Loops & Threads. The corporate headquarters are located in Irving, Texas. The average Michaels store now contains 40,000 different products in 18,200 square feet (1,700 m2) of selling space.,
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About Zappix:
Company LogoZappix transforms the user journey during contact center interactions. The cloud-based Zappix Visual IVR On-Demand platform provides a full visual experience for customers, increasing self-service rates, reducing costs, and providing up-sell opportunities, while improving customer satisfaction.
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Today's Tip of the Day - Stakeholders Involvement

Read today's tip or listen to it on podcast.

Published: Wednesday, May 30, 2018

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2021 Buyers Guide Speech Technology

 
1.) 
Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.

2.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.

3.) 
Call Tracking Metrics

Execute automated actions based on words spoken by your customer.

Our intelligent word detection and transcription tools make it easier for you to decipher the content of your customer conversations and automate action based on those insights.

Transform the audio of your calls into speaker-organized scripts so you can easily search your call log for specific words from a conversation, or automatically detect when words of intent are spoken by your customer.

Listen in on and highlight common patterns in order to execute triggers to initiate a new action or workflow, such as emailing a manager if the word “cancel” is spoken on a call. You can also set up to automatically redact content from a transcript, such as sensitive health information transmitted on a call.

4.) 
Daisee

Daisee
Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.

Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-...
(read more)

5.) 
Eckoh

EckohASSIST
Advanced speech recognition and natural language expertise that routes callers by simply asking ‘how can I help you?’. It allows customers to use their own words to ask for what they want and steers them to the right place.

Menus are eliminated altogether and contact centres can use a single inbound telephone number.

6.) 
MattsenKumar LLC

SmartSpeech
SmartSpeech – The Best In Class Speech Analytics Software

An all-inclusive speech analytics application that enables you to visualize your audio using state-of-the-art speech recognition, transcription, and text analytics technologies.

7.) 
Nemesysco

InTone Suite - Emotion Detection via Voice Analysis
InTone™ is a voice analysis tool geared to detect genuine emotional and cognitive reactions regardless of the speaker’s language or chosen intonation.
It integrates into existing contact center environments and provides realtime indications of both client and agent emotional reactions throughout all ongoing calls. This unique set of indications assists managers and call center representatives to truly understand the client, improve call center performance, easily detect angry calls, elevate training efficiency and provide a tailored customer experience in every single call.

Nemesysco's contact center technology is also available in API and SDK forms.
Please visit our website for information about our product portfolio.

8.) 
Voci Technologies Incorporated

V-Blaze Speech to Text
Our GPU-accelerated, AI-based technology enables you to deliver greater insights to the contact center by transcribing audio into analyzable text.

- Transcribe large volumes of recorded audio quickly
- Integrate transcripts with your analytics or business intelligence platform
- Reduce your hardware footprint and minimize total cost of ownership

9.) 
Voxjar

Voxjar
Voxjar is your one-stop-shop for driving better phone calls with your customers. We're a modern Conversation Analytics and Call Coaching Platform.

- Custom Charts and Dashboards give you the freedom to analyze calls from the highest level down to the details of each conversation.

- AI-Powered Speech Analytics transcribes, searches, and analyzes your reps' phone conversations, at scale.

- Quality Assurance and Call Coaching tools let you evaluate and improve agent performance with a human touch.

- Long term recording storage for historical analysis


All of these together provide the holistic, easy-to-use software that you need to manage a modern call team and create better con...
(read more)
 

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