Case Study: Top Office Supply Retailer achieves 15% live agent cost savings with SmartAction

Top Office Supply Retailer Saves 15% in Live Agent Costs with Improved Order Return Process

Top Office Supply Retailer, a leading office supply brand with more than 2,200 stores and an online presence in over 40 countries, needed a better way to handle complex product return calls. Its legacy IVR system could only collect basic information, leading to poor call finish rates, caller frustration, and just 16% of return calls ending successfully. SmartAction was brought in to upgrade the retailer’s self-service experience with intelligent automation for order returns.

SmartAction delivered a cloud-based AI-powered product returns application with 100% natural language understanding, built and customized in just six weeks. The solution proactively confirmed account and return details, triggered shipping labels and confirmations, and captured customer feedback about return reasons. As a result, Top Office Supply Retailer improved return success rates to 80%, cut average call time by 50% from 6 minutes to 3 minutes, and saved 15% in live agent costs.