Case Study: a top retailer improves appeasement policy adherence with Laivly

Top Retailer boosts reships 52.6% with Laivly

The top retailer faced a challenge where its customer service agents were frequently defaulting to issuing refunds instead of following the company's appeasement policy to reship items. Laivly partnered with the retailer to address this compliance issue using its digital intelligence platform, Sidd.

Laivly implemented a solution where Sidd analyzed cases and predicted appropriate workflows, guiding agents to the ideal resolution and locking the refund option until required steps were completed. This resulted in a 52.6% increase in reships and projected monthly savings of $343.71 per agent, delivering a 358% return on investment for the top retailer.