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For over 40 years, LTD Commodities has been committed to selling top-quality merchandise at tremendous value prices. Since their beginnings in 1963 as a Chicago-based mail-order silverware company, their vision has been to sell products at prices far below gift shops, department stores and discounters. As the business has grown, they've expanded product offerings to include housewares, toys, gifts, and clothing.
Today, LTD is one of the country's premier business-to-business merchandisers, employing thousands of Chicago-area residents, and publishing several unique catalogs a year. LTD takes millions of calls per year, some of which result in placing orders and requesting catalogs. LTD was having difficulty in finding qualified staff to hire and train for their peak seasons. Talent acquisition was a major undertaking for the company. It was resource-intensive and costly.
LTD chose Voxify Automated Agents to solve this problem. The company chose to automate its order calls and its catalog requests, knowing that it could achieve the largest ROI in the short term.
Problem
- High call volumes
- Multiple active catalogs with extensive numbers of SKUs
- Staffing for peak season was resource intensive and expensive
- Shortage of qualified workers available to hire as peak season temporary staff
- IT resources and technology were a constraint
Solution
- Voxify Automated Agents
o Order Processing
o Catalog Request
- Deployed as a Hosted Managed Service
Benefits
- Staffing for peak season telephone orders and catalog requests are completely handled by Voxify Automated Agents
- Reduced labor costs in handling order calls
- More resources available to focus on complex customer inquiries
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