Case Study: Leading Consumer Goods Retailing Company achieves 25% reduction in customer hang-ups with LiveVox

How a Major Retailer’s New IVR Implementation Elevated the Customer and Agent Experience

Leading Consumer Goods Retailing Company faced a surge in inbound calls driven by outbound outreach and COVID-19 disruptions, discovering via LiveVox’s Performance Analytics that roughly 30% of callers hung up immediately upon agent connection—even during low wait times. With over 120 agents shifting to remote work, this wasted agent effort and harmed the customer experience, prompting the retailer to partner with LiveVox for a proactive solution.

LiveVox’s Business Consulting and Business Review teams implemented a revised Inbound Voice Response (IVR) workflow—adding an initial greeting and self-service options—so callers could identify the retailer and resolve issues without agent interaction. After deploying the new IVR on April 15, 2020, the company saw a 25% decrease in agent-connected hang-ups, improved inbound call performance, greater agent efficiency, and a better overall customer experience, enabled by LiveVox’s analytics, consulting, and cloud platform.