Luxury Retailer Uses Amazon Lex to Significantly Reduce After Call Work by 4 Minutes
- A 4 minute reduction in after-call work
- A 20% deflection rate, solely from the IVR
- 56% of their calls are now answered within 30 seconds
Striving to provide an experience that anticipates their customer’s needs, this well-known retailer partnered with NeuraFlash to implement Amazon Connect and Amazon Lex in just 2 months, migrating away from NICE inContact to drive improved customer and service team experience.
Products implemented: Amazon Connect, Amazon Lex, Salesforce Service Cloud Voice
About the company
This large, luxury department store is a net new Amazon Connect customer, and with a continuously growing support center, they have a great opportunity to leverage AWS solutions to serve their customers with the consistent white glove service that sets them apart within the fashion industry.
Customer challenge
Previously on NICE InContact, this retailer was experiencing continuous reliability issues which impacted their ability to seamlessly service their customers. Not only was their contact center operating out of disjointed systems, but they lacked control of the entire contact center as they worked across 3 different external companies.
The inefficiencies were inevitable:
- Long after-call work times (5 minutes on average)
- Unused customer data, that could allow for more accurate routing and personalized service
- A lack of personalized experiences for customers
- Providing reactive service, responding to the customer instead of anticipating their needs
With the lifetime value of the customer in mind, they were ready to invest in a reliable system so they could provide quick support to all of their customers.
The solution: Innovating with AWS
After demonstrating the value and scalability of the AWS platform, they chose Amazon Connect over Vonage to reach their goals. Their previous contact center solution required agents to toggle between multiple applications and screens, which meant the customer had to be put on hold to gather information. Now, their agents have the power to predict why customers are calling in, enabling more proactive service to provide that highly personalized shopping experience across their entire contact center.
The power and game-changing potential of Amazon Connect led to an investment in Amazon Lex, which powers an impressive IVR experience for their customers. Amazon Lex provides their agents with essential and personal information into customer history before the customer even inquires, mirroring the top-notch service they receive in stores, but this time, on the phone, and in record time!
Investing in the customer & agent experience
As much as enhancing the customer experience is essential to our customer's success, so is improving the agent experience. The day-to-day tasks of a contact center are difficult. Not only do businesses have to worry about the macroeconomic headwinds, but they have to consider the high industry turnover rate as well.
In addition to their Amazon Connect and Amazon Lex investments, our customer added AWS Contact Lens to empower their agents by helping agents understand their calls in real-time. Contact Lens identifies key triggers within their system that can send signals directly to their agents' interface. Agents can then provide a more consistent, high-quality customer experience within a large contact center.
Not only can this technology flag keywords during conversations, but it can assist the agent with key information before the customer asks and notify a supervisor if necessary, all of which helps agents provide exceptional customer service to their loyal customers.
Results
- A 4 minute reduction in after-call work
- A 20% deflection rate, solely from the IVR
- 56% of their calls are now answered within 30 seconds
Benefits
- Connect lets you pull in external data sources
- Guide your agents, train faster & provide more consistent service
- Proactively serve your customers
- Address high agent turnover rates
The power of Amazon Connect has allowed this company to thrive in a highly personalized industry that consistently changes and serves a wide array of customers. With increased visibility into their contact center, paired with the power of an advanced IVR, this luxury brand can now get cases solved in record time.
Why NeuraFlash
- We have a quick time to market! Our first project with this customer was completed in two months, with 0 operational downtime.
- We put our customers on the right path, continuing innovation within their contact center now, and into the future!
- We build continued long-term partnerships that benefit our customers and partners.
- We are the IVR experts! Our team of experts have built the world's biggest IVRs that drive results.
With the combined expertise from two of our dedicated practices, specializing in Salesforce and Amazon Connect, we put the human experience at the center of every interaction, so businesses can resolve customer issues accurately, quickly, and profitably. When you are ready to reinvent your Contact Center, get in touch with us here!
