Mike Willis - Staples

Staples Improves Customer Satisfaction, Reduces Costs in the Contact Center

Challenge:

Staples’ contact center struggled to reach every customer with order status notifications, agents couldn’t focus on high priority accounts.

Solution:

Staples implemented Varolii to proactively reach customers for order status and delivery schedules.

The Result:

• 33% lift in customer reach rate
• Dramatic increase in agent productivity
• Higher customer satisfaction

• Resources

  • Case Study: Alliant Energy improves efficiency with Interactive Customer Communications for curtailment.
  • Case Study: Commonwealth Edison increases payments with interactive customer communications.
  • Case Study: Puget Sound Energy makes it easy for customers to pay.
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