Self-service is increasingly popular with today’s retail customers as they seek more control over their time and experiences. In fact, research by Forrester indicates that 76% use web and mobile service channels to resolve their customer service inquiries.
Michaels, a Radial client, added Visual Interactive Voice Response (IVR) as a self-service option in 2017. The Visual IVR platform not only provides convenience, but enabled Michaels to reduce inbound service calls and provide faster solutions, without live agent interaction.
As a result, Michaels:
- Achieved more than 75% call containment;
- Reduced Average Handling Time (AHT) by 5 minutes and;
- Increased NPS (Net Promoter Score) ratings across the board
Read the Radial case study to learn more.