Case Study: Vox Opinion achieves higher delivery success and customer satisfaction with Voxco IVR

Market Research Firm uses Voxco IVR to Improve Client’s Satisfaction Ratings

Vox, operating as Vox Opinion (and Cible Recherche for French clients), is a Canadian market research agency that helps companies measure customer satisfaction. Faced with poor delivery experience scores for a furniture retailer—customers were told only a delivery day, not a time, leading to no-shows and route inefficiencies—Vox leveraged Voxco’s technology, specifically Voxco IVR, to address the problem.

Vox integrated the retailer’s customer database with Voxco IVR to send automated messages the night before delivery with a precise arrival time. Using Voxco, Vox greatly reduced no-shows, improved delivery efficiency, generated cost savings, and boosted satisfaction scores—after more than 1 million calls made for the retailer there were only two complaints—demonstrating the measurable impact of the Voxco solution.

Vox

Jean Laroche

General Manager