Norm Thompson Keeps Agents Focused on Selling while Improving Customer Service

As one of the country’s premier catalog retailers, Norm Thompson receives millions of incoming calls each year. Many of these come from customers wanting to know when their packages will arrive. In keeping with its reputation for superior customer service, Norm Thompson wanted to provide customers a more efficient way to offer shipment status updates, so they didn’t have to call in.

The company deployed Varolii’s interactive customer communications to automatically update customers by telephone, at their request, when their order status changed. Both customers and agents were spared unnecessary service calls, and the customers raved about the convenience.