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Added: Wally Westerman - Date: 10.04.2022 17:41 - Views: 43552 - Clicks: 8617

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The regional Northeast wholesale club retailer found that as a result of having a decades-long connection with its customer base, its core shoppers have a higher median age than many other retailers. While the BJ's website offers autonomous customer service options, offerings are targeted toward customers who are comfortable using technology to handle their requests.

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The retailer quickly learned that its typical customer using interactive voice response IVR -based customer call center services tends to be older, as well as distrustful of and easily frustrated with technology. These interfaces were scripted with language more typical of older demographics in mind, while the IVR' solutions speech recognition logic was adjusted to for the regional Northeast accent typical of large portions of the client's geographic footprint.

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With call volumes spiking at various times of the day, having an IVR solution enables the retailer to manage large call volumes while maintaining high levels of customer service and satisfaction. You May Also Like.

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