Case Study: Rugs Direct Improves Customer Experience and Revenue with Contivio

Rugs Direct Improves the Customer Experience with Contivio & NetSuite

Rugs Direct, a leading online retailer of area rugs, needed a better way to connect its customer service operation with NetSuite. Before switching to Contivio, the team used a call center solution without CRM integration, making personalized service harder and limiting access to call recordings. They also wanted to bring channels like live chat into a single platform.

Contivio implemented an integrated contact center with NetSuite screen pops, activity logging, call recordings, queue voicemail, automated callbacks, and click-to-dial for outbound calls. The result was a smoother launch, 100% call recording for QA and training, and better reporting that revealed missed weekend calls, leading Rugs Direct to extend operating hours and increase revenue. With Contivio, Rugs Direct also reduced manual work for agents and gained a more unified, efficient customer service workflow.

Rugs Direct