Customer Case Study – RetailStored Value Card Application Logged Nearly 25 Million IVR Minutes with FDVS Turnkey Retail IVR Applications Program

Executive Summary

Industry

Retail

Business Challenge

  • Boost customer satisfaction
  • Minimize operating costs
  • Quick deployment

Solution

  • Shift calls away from live agents with FDVS automated IVR solutions for the insurance industry
  • Pair “Super Program” turnkey solution with customized applications to reduce costs of full customization
  • Provide multi-modal solution, allowing access through Internet and toll-free voice service

Results

  • Successful shift from live agents to increased automation
  • Logged more than 25 million IVR minutes last year
  • Provided callers with the customer care options, flexibility and functionality they demand

Challenge

When a major provider of closed loop gift card solutions initiated the first card-based stored value program with a national client, it revolutionized retail gift payments and in-store marketing. Efficient call-handling support for these gift card programs, a key component of the company’s client offerings, was critical to their success.

In addition, accurate and cost-efficient management was crucial in keeping operating costs down while boosting customer satisfaction.

What the company needed was the quick deployment of a multi-channel solution that would allow both merchants and consumers to access a variety of card inquiry and maintenance functions.

Solution

First Data Voice Services (FDVS) addressed the client’s customer service needs with its flexible “Super Program”, an automated interactive voice response (IVR) system. The system allowed merchants and consumers to check balances on existing cards, authorize redemptions, activate new cards, link virtual and physical cards and more. This turnkey automated solution—paired with a variety of customized applications—addressed the client’s needs without the price tag of a totally custom-built system.

This multi-modal solution also provided consumers and merchants access to account information through both the Internet and toll-free voice service.

Results

FDVS’s automated customer care solution enabled the stored value program to successfully shift calls away from live agents and increase automation.

With more than 25 million IVR minutes logged last year, callers are finding the customer care options, flexibility and functionality they demand in an automated program.

For More Information

To discover how First Data Voice Services can help you find flexible, affordable IVR solutions that satisfy your customers, call 800-428-2400 and ask for the sales department.