Case Study: Home Retail Group improves customer service and cuts call volumes with VoiceSage SMS and interactive voice messaging

Home Retail Group boosts customer contact 100% with VoiceSage

Home Retail Group, a leading UK retailer, faced challenges with a passive customer service model. High volumes of routine inbound calls, particularly for order and delivery queries, were consuming agent time and limiting efficiency. To address this, the company turned to VoiceSage for its interactive voice messaging (IVM) and SMS text messaging solutions.

VoiceSage implemented a proactive, automated system for outbound customer communications. This allowed Home Retail Group to send delivery updates via SMS and pre-recorded voice messages, pre-empting routine inquiries. The results were significant: a drastic reduction in inbound and outbound calls, lower telephony costs, and improved agent efficiency. During a major snow event, VoiceSage's system enabled contact with 100% of affected customers. The solution also handles up to 40,000 proactive delivery notifications daily, greatly increasing customer satisfaction.

Home Retail Group