Helgeson provides a full range of fulfillments services including Rebates, Reward Cards, Data Entry, Sweepstakes, Premiums, Banking, Call Center, Spiffs and BPO. Their call centers must be prepared to support the large volumes of calls generated by their customer’s programs at all times. In particular, their rebate programs generate 50% of their total call center volume with for rebate status calls. Customers call to see if their mail-in rebate request was received, approved, or whether their check is already on its way. Customers also call to find out the reason why their request may have been rejected, such as a missing UPC code or original receipt.

Helgeson prides themselves on their use of technology to meet their customers’ needs – to be fast, accurate, flexible, and scalable. In keeping with this strength, Helgeson was looking for the highest quality speech experience they could find that would help them offload the high volumes of calls for rebate claims status. After evaluating several vendors they chose to implement Voxify’s Automated Agents, highly conversational speech applications that deliver the best possible customer experience while delivering a rapid ROI.

With the Rebate Status Agent, Helgeson’s clients will now be able to deliver improved customer service. Their callers will now receive the latest status on their rebates, get quick and clear explanations of why their claims might have been rejected, and find out what is needed to re-submit their rebate to comply with the program requirements. Helgeson will continue to infuse speech to meet demand for their services with an FAQ Agent in the near future.

Problem


High call volumes for rebate status

Solution

Voxify Automated Agents
• Rebate Claim Status Agent
• FAQ Agent

Benefits

• Helgeson can deliver improved customer service to their rebate program callers
• Helgeson's live agents are offloaded to handle the many other types of calls they receive from their client's programs