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LeapFrog is a leading designer, developer and marketer of innovative, technology-based educational products and related proprietary content. LeapFrog develops more than 100 interactive learning toys and books covering subjects ranging from math to music. LeapFrog's best-selling LeapPad learning system looks like a laptop and teaches spelling, reading, and phonics.
LeapFrog was faced with the challenge of taking calls from customers ordering replacement stylus pens for it's LeapPad learning systems. Calls come in throughout the year but primarily after the holidays. Calls were complicated and long, usually lasting 6 minutes. Customer Service Representatives(CSRs) needed to determine what model of the LeapPad product the customer had since different models required different pens, and if the LeapPad was still on warranty. Pens were free if the customer was on warranty. Handling the calls was expensive for LeapFrog.
LeapFrog decided to turn the calls over to Voxify Automated Agents to do the ordering of replacement pens as well as the up-sell of additional pens. Selling and up-selling was a tall order to ask of a speech application but Voxify's Ordering Taking Agent was up to the challenge.
Problem
- The cost of handling replacement pen orders was expensive
- Calls were complicated and long
- Calls required up-selling of additional replacement pens
Solution
- Voxify Automated Agent
- Deployed as a Hosted Managed Service
Benefits
- Per-call savings of 70%
- Replacement pen order calls are handled 33% faster
- Completion rates >90%
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