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Restoration Hardware is a specialty retailer of high quality home furnishings, bath fixtures and bath ware, functional and decorative hardware and related merchandise that reflects the Company's classic and authentic American point of view. Restoration Hardware sells its merchandise offering through its retail stores, catalog (800-762-1005) and on-line. The company operates 104 retail stores and 5 outlet stores in 30 states, the District of Columbia and Canada.
Restoration Hardware was looking to improve customer service and streamline distribution wherever it could in its store operations. When store associates needed to check inventory for a specific item that a customer wanted, they would pick up the phone and call one of the distribution centers. The customer waited while the store associate waited for a Customer Service Representative(CSR) to help them. Restoration Hardware asked Voxify for an Inventory Check Agent that could answer the store associate's call and give quick and up-to-date inventory status on the particular item that the customer wanted. The results were faster customer service at the store and a reduction in the cost of operations.
Problem
- Customers at the retail store waited while store associates called and waited to speak to CSRs at the distribution centers.
- Distribution centers needed to staff CSRs to take calls from store associates distribution centers were expensive to staff.
Solution
- Voxify Automated Agent
- Deployed as a Hosted Managed Service
Benefits
- Faster customer service at the stores and a reduction in the cost of operations.
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