Case Study
Gift-Giving Retailer Delivers Unmatched Customer Experience Using Interactions’ IVA
A leading gift-giving and floral retailer partnered with Interactions to deliver a fast, personalized customer experience across its 10+ brands. This collaboration provides millions of customers with efficient, human-like conversations that address common questions and order concerns.
The Problem
With multiple brands and continuous acquisitions on the horizon, the company’s standard IVR system was no longer sufficient. There was a growing need for a digital CX solution with high-quality automation that could scale quickly and efficiently at a reasonable cost.
During peak times—like Valentine’s Day, Mother’s Day, and the holiday season—surging call volumes led to long wait times for routine inquiries. To maintain high brand integrity across its portfolio and reduce the burden on live agents, the company sought a solution that would deliver personalized, “wow” customer experiences while seamlessly supporting future growth.
The Solution
Interactions Intelligent Virtual Assistant (IVA) is at the heart of transforming the retailer into an indispensable gifting resource. The IVA handles 50+ customer service lines across 8 brands (& counting), and provides order status updates, order modifications, cancellations, FAQs, refund credits, and receipts—as well as these additional benefits:
- Reinvention of customer service for highly efficient, hyper-personalized interactions across multiple brands.
- Intent-based routing and robust FAQ flows help customers get what they need, keeping call times and transfers to a minimum.
- Due to well-defined and efficient customer workflows, self-service times have been dramatically reduced.
- Specialized greetings and workflows for the most loyal customers that strengthens customer relationships.
- Prioritization of live agents to assist those with complicated or sensitive questions, and retain customers.
The Results
Interactions IVA saves approximately 10 minutes per automated call, and cumulatively several million agent minutes per year. This delivers significant OpEx savings and enables the company to optimize and reprioritize its agent workforce.
- 7.9 million agent minutes removed in one year.
- 74% successful self-service rate.
- 25% improvement in automation rate since implementation.
“Our brands were outperforming customer service expectations as consumers embraced digital self-service. Brand loyalty is already strong and engaging in human-like conservations with Interactions IVA reinforces that connection.”
– SVP of Customer Service Operations