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A large online wine retailer needed to automate its shipment tracking processes to both improve its customer experience and reduce the expense such customer handling. The intent was to find an application to process incoming customer order status calls without the need for human intervention and, as a result, drive down the average call handling cost. Parus Interactive’s Order Status Application helped the client achieve its goals by automating follow up phone calls to check on the shipping status for all orders processed through voice-activated, self-service solutions. Parus’ application provides the retailer with an automated voice-activated solution enabling its customers to self-manage shipment tracking for orders handled by FedEx and UPS. The client's call deflection goal for the Parus IVR system was 20 percent of all order status calls received. Currently, 41 percent of order status calls are successfully deflected to the Parus IVR system. As a result of the successful pilot, the wine retailer has engaged Parus Interactive in an agreement to provide a full commercial implementation of its application.
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