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Case Study - 1-800-Flowers
Business Challenge
1-800-Flowers set the goal of becoming the "first source" customers think of when they need to purchase a gift. That means providing outstanding sales assistance and customer service around the clock despite dramatic seasonal peaks in the demand for gifts and flowers.
TuVox Solution
TuVox deployed a order tracking speech application solution that gives 1-800-Flowers the ability to divert their non-revenue generating calls from the call center. The solution would have been costly and time prohibitive for 1-800-Flowers to develop its own fully scaleable solution to handle holiday peaks. TuVox's expertise allowed them to have a fully functioning and scaleable order status application up and running in just six weeks.
Key Benefits For 1-800-Flowers
With TuVox Enterprise Software for Speech:
- Customers gain quick and efficient information 24x7
- Handles over 30,000 calls per month with an average call length of 1 minute
- Significant reduction in live agent order status call handling, freeing agents for more personalized service
- Delivers better caller experience and adoption of automated calls
- Improved speed to market to only 6 weeks
- Hosted application
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