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The Lakeside Collection shops the world to bring its customers the best merchandise at tremendous value prices. Lakeside is a supplier of home and garden accessories, toys, gift items, and other general merchandise. The company sells via catalog and the Internet directly to consumers.
The Lakeside Collection takes thousands of catalog requests and order calls each month for multiple active catalogs containing an abundant amount of SKUs. As with all consumer catalogs, The Lakeside Collection experiences high peak season call spikes and depends heavily upon temporary/contract labor to staff the call center. Unable to recruit or source qualified candidates for the dramatic staffing demands in the North Surburban Chicagoland area, Lakeside looked to other solutions to alleviate this situation.
Lakeside chose Voxify Automated Agents to solve these problems. The company chose to automate catalog requests first to ensure customer adoption. Shortly after catalog requests were automated, order calls were automated, giving Lakeside an immediate ROI.
Problem
- High call volumes
- Multiple active catalogs with extensive number of SKUs
- Staffing for peak season was resource intensive and expensive
- Shortage of qualified workers to hire at peak season as temporary staff
- IT resources and technology were a constraint
Solution
- Voxify Automated Agents
- Order Processing
- 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 costs in handling order calls
- More resources available to focus on complex customer inquiries
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