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.
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.
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.
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.