Case Study: QVC achieves faster customer updates and cost savings with VoiceSage

QVC - Customer Case Study

QVC, the UK home-shopping retailer, needed a faster, more efficient way to keep customers informed about delayed deliveries and returns. Its old process relied on calls, emails, and letters, which were time-consuming, costly, and often left customers waiting days for updates. VoiceSage’s automated outbound messaging was chosen to replace this manual approach.

VoiceSage implemented a combined Interactive Voice Messaging and SMS solution that let QVC send personalized updates in just 3–4 hours. The system has saved QVC £64,000 a year in stationery and postage alone, eliminated a major source of customer complaints, and cut 20,000 annual calls about returned goods, saving another £20,000.

QVC

James Keegan

Director of Customer Services