Case Study

Michaels Reduces Costs And Improves Customer Satisfaction With Visual IVR

Source: Radial

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.