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ProFlowers is the largest domestic direct-from-the-grower Internet flower provider. ProFlowers sells a wide variety of fresh-cut flowers, mixed bouquets and potted plants, all shipped from the grower, usually within 24 hours of being cut.
ProFlowers' business is highly seasonal with Valentine's Day and Mother's Day being the peak seasons. During these peaks, ProFlowers handles a large number of order status calls with customers checking to see if their orders have arrived. If call volume is very high, customers are put into long hold queues or receive busy signals. The challenge of servicing call spikes, many of which are informational, order status calls, is a challenge faced by many retailers.
ProFlowers asked Voxify Automated Agents to take the order status calls.
Problem
- Handling the high volume of order status calls during peak seasons often meant customers were put into long hold queues or received busy signals.
Solution
- Voxify Automated Agent
- Deployed as a Hosted Managed Service
Benefits
- Order Status calls are handled quickly and efficiently and at less cost than a CSR
- All calls are handled
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