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August 17, 2021

How Badcock Uses CRM to Simplify Customer Service and Support

Retail lender Badcock improved their customer experience and lowered average handle times by ~20% with simplified access to customer data provided by LIveVox’s integrated Ccaas platform. 

The problem

A disconnected customer experience remains a top complaint across the retail industry.

 To help alleviate this, Badcock needed to empower its agents with key customer profile information upon connection with customer service inquiries. Like many others, Badcock struggled to access customer data that was siloed across multiple applications without heavy IT integrations or investments.

The solution

LiveVox’s Unified Customer Database, Contact Manager (CM), enabled Badcock to easily centralize key customer attributes and interactions across all channels and applications in one location, eliminating previous data siloes. This empowered contact center managers to access and apply relevant data fields to their engagement strategies and easily implement advanced screen pops with key customer data attributes on the fly.

The result

As a result, Badcock’s agents now have key information about the incoming customer upon connection with agent screen pops that boast a 95% account lookup success. This has helped improve the customer experience and reduced agent talk-offs ~15-20% in the first 2 weeks of implementation.

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About LiveVox

LiveVox (Nasdaq: LVOX) is a next-generation contact center platform that powers more than 14 billion interactions a year. By seamlessly integrating omnichannel communications, CRM, AI, and WFO capabilities, the Company’s technology delivers an exceptional agent and customer experience while reducing compliance risk. With 20 years of cloud experience and expertise, LiveVox’s CCaaS 2.0 platform is at the forefront of cloud contact center innovation. The Company has more than 500 global employees and is headquartered in San Francisco, with offices in Atlanta; Columbus; Denver; New York City; St. Louis; Medellin, Colombia; and Bangalore, India. To stay up to date with everything LiveVox, follow us at @LiveVox or visit livevox.com.

To stay up to date with everything LiveVox, follow us at @LiveVox, visit www.livevox.com or call one of our specialists at (844) 207-6663.

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