Case Study - Electronics Retailer

Business Challenge
A major electronics retailer has seen phenomenal subscriber growth for its services. In order to manage the intense growth and seasonality of the business, it made a strategic decision to introduce a voice self-service option to its customers.

TuVox Solution
TuVox Enterprise Software for Speech helps this electronics retailer handle routine troubleshooting, billing, and activation issues, making its customer service representatives more productive.

This electronics retailer selected a hosted TuVox speech application in order to reduce up-front capital costs. It also chose the TuVox Tuning and Content Maintenance Service, so that it can simply request any required changes and have regularly scheduled updates.

The retailer's speech application was created from its knowledge base, interviews with its customer service agents, and feedback from customers. With each tuning cycle, it has increased the amount of available content for callers and improved the caller experience.

Key Benefits for This Electronics Retailer
TuVox Enterprise Software for Speech:

• Decreases abandoned call rate by 50%
• Automates more than 1 million calls per year
• Provides 24-hour support, every day of the year
• Delivers a better customer experience
• Improves agent productivity and lowers costs