Case Study: Rally House reduces call volume and improves customer service with Flip

How Rally House Flipped the Script on Customer Service

Rally House, a sports retailer with over 200 U.S. stores, faced a significant challenge with overwhelmed phone lines and overworked customer service agents. High call volumes, especially during peak seasons, led to a backlog of unanswered voicemails and an inability to handle routine inquiries efficiently. The company partnered with vendor Flip to implement a smart, voice-based automation solution to address these issues.

The solution from Flip integrated seamlessly with Rally House's existing phone system, Kustomer, and NetSuite. It automated routine calls regarding order status, cancellations, and policy questions. This resulted in an 80% year-over-year drop in live call volume and automated over 14,000 calls during one peak season. The implementation by Flip allowed Rally House to reallocate agents to more meaningful customer interactions, improving overall service levels and agent effectiveness.

Rally House

Jacob Loper

CX Leader