Case Study: Jewelry Television boosts recommended sales with Certona

Jewelry Television Boosts Sales and Productivity with Call Center Personalization

Jewelry Television (JTV) partnered with Certona to improve product recommendations in its contact center. After seeing success with Certona’s web, mobile, and email personalization solutions, JTV wanted a way to reduce the manual effort of merchandising and communicating more than 200 upsell products while delivering more relevant recommendations to call center agents.

Certona implemented a product recommendation solution for the customer care team to automate upsell and cross-sell suggestions, including ensembles, accessories, and seasonal promotions. The new system was easy for agents to use, improved productivity, and helped increase items per order; after just one month, JTV reported a 103% increase in recommended sales compared with its previous system.

Jewelry Television (JTV)

Tolly Harris

Vice President, Customer Care