By utilizing a contact center for their high-value consumer calls, two Fortune 500 companies optimized their in-store marketing programs and increased customer satisfaction. Read their success stories below.
- Quick Response for Quick Serve Restaurant
A leading quick serve restaurant required a contact center to handle thousands of phone calls each year from franchisees regarding monthly in-store campaigns. Archway’s solution included deploying specialized customer service representatives to field calls and capture important data. The collected data was sent to the quick serve restaurant’s corporate marketing team in a customized analytics dashboard to help identify any problems within the field, such as window clings not performing properly. The reports gave a snap shot of how the window/push is performing based on phone calls from the field. Today, Archway’s high-value customer service continues to allow the quick serve restaurant to respond quickly to issues within a current push and circumvent potentials issues in upcoming campaigns.
- Retailer Increases Efficiency in Handling Customer Service Issues
A leading retailer desired after sales customer support for their warranty parts. Archway deployed specially trained customer service representatives to not only facilitate warranty part orders from consumers, but also answer technical questions. Archway fields approximately 120,000 calls each year regarding warranty parts for the leading retailer. Our services have helped the company increase efficiency in handling customer service issues as well as enhance order fulfillment and inventory management through our fulfillment center. Additionally, consumers are able to make a single call and get the answers they need instead of being transferred multiple times.
Want to learn more?
Are your technical calls being serviced through non-technical representatives? Are you able to circumvent issues in the field quickly? Contact Archway at ask@archway.com to learn how we can help you.
About the Author: Monica oversees Archway’s Client Services Operations. She is focused on creating best in class solutions for Archway’s customers as well as concentrating on the internal systems that support those processes. Her team’s focal point is executing up front business rules to ensure compliance through the Archway systems. Monica has had the privilege of working with many of Archway’s clients and provides over 10 years of experience and solutions for Archway customers. Monica has previous experience has been in customer service and client services within Archway.