News | May 17, 2017

Radial Announces New Visual IVR Solution To Drive Customer Satisfaction And Loyalty

Initial pilot program with Aéropostale demonstrates how consumers want easy and effortless access to a brand's customer service

King of Prussia, PA /PRNewswire/ - Radial, a leading omnichannel commerce technology and operations provider that works with mid-market retailers and brands to deliver great customer service, announced today its new Visual IVR (Interactive Voice Response) offering, along with the results of Aéropostale's adoption of the solution. Traditionally used in the auto, finance, and healthcare industries, Visual IVR adds visual prompts to a consumer's mobile or computer screens to enhance self-service.  

Prior to using Visual IVR, Aéropostale was only using Traditional IVR, a technology that enables a computer to interact with consumers, to handle calls on order or credit status. While Traditional IVR is helpful in providing consumers with a self-service option, only 20-30 percent of calls are resolved via IVR, and the rest are routed to an agent. Seeing an opportunity to solve a costly industry problem, Radial approached Zappix, a smartphone Visual IVR software developer, to build a solution specific to retail.

Chad Caperelli, head of operations and product innovation at Radial, said, "Consumers want to engage with customer service using the channels they want, as quickly and effortlessly as possible. Just because someone calls from their mobile phone to check an order, doesn't mean they want to speak to an agent or listen to a series of prompts. With Visual IVR, our clients' customers can choose to quickly navigate a visual-based menu optimized for their smartphone. We're providing a highly differentiated and truly connected customer support journey for some of the world's biggest retail brands."

After piloting Radial's Visual IVR solution for 60 days, Aéropostale's results included:

  • A Net Promoter Score, an index that measures consumers' likelihood to use again or recommend a company's product or service, of nearly 90 percent.
  • A Containment Rate, the number of calls that resolve the customer issue via Visual IVR, of over 70 percent versus 20-30 percent for Traditional IVR.
  • Approximately 20 percent of overall callers looking to check order or credit status selected Visual IVR over Traditional IVR when provided with the two options.

"The customer experience comes before all else. We want to ensure that every interaction Aéropostale has with a customer is as seamless and frictionless as possible," said John Remlin, Senior Director, eCommerce Operations at Aéropostale. "We're always looking to improve customer satisfaction, and Radial's Visual IVR solution gives consumers control and choice, while also saving us time and money. Like all retailers today, we're working to grow our business, and that starts with a happy and loyal customer base."

"We were delighted to partner with Radial to build this robust retail offering," said Avner Schneur, CEO of Zappix. "From our experience across multiple industries, we've learned our mobile solution provides enhanced self-service, minimal IVR interaction, and, most importantly, increased satisfaction. Bottom line – Visual IVR lowers operational costs for retailers and allows for a better experience for consumers."

Radial builds industry-leading technology that defines the gold standard of customer care. Soon, Radial clients will have the ability to incorporate Text for Service, which enables consumers to open up a text session with a customer service agent, as well as in-transit and delivery updates, which notifies consumers via text when their order is out for delivery or has been delivered.

About Radial
Radial is the leader in omnichannel commerce technology and operations, enabling brands and retailers to profitably exceed retail customer expectations. Radial's technical, powerful omnichannel solutions connect supply and demand through efficient fulfillment and transportation options, intelligent fraud detection, payments, and tax systems, and personalized customer care services. Hundreds of retailers and brands confidently partner with Radial to simplify their post-click commerce and improve their customer experiences. Radial brings flexibility and scalability to their supply chains and optimizes how, when and where orders go from desire to delivery. Learn how we work with you at www.radial.com.

About Zappix
Zappix transforms the customer experience by providing a smartphone visual and self-service option that works as a native iPhone or Android App as well as an HTML 5 web app. Cloud-based Zappix Visual IVR is a Software as a Service (SaaS) solution for web or cross-platform mobile apps. Offering omnichannel, customer service communications, Zappix enables businesses to rapidly deploy a highly intuitive, extremely interactive smartphone visual IVR app to improve customer care, reduce contact center costs and increase Net Promoter Scores™. Fast-growing Zappix currently provides many organizations and customer calling centers with a streamlined way to empower and better serve customers. Supported organizations include healthcare companies, hospitals, insurance companies, utilities, banks, internet and mobile service providers, retailers, airlines and government agencies both domestic and international.

About Aéropostale
Aéropostale is a specialty retailer of casual apparel and accessories, principally targeting 16 to 22-year-old young women and men through its Aéropostale® and Aéropostale Factory™ stores and website, aeropostale.com. The brand provides customers with a focused selection of high quality fashion and fashion basics at compelling values in an innovative and exciting store environment. Aéropostale currently operates more than 500 stores in the U.S. In addition, pursuant to various licensing agreements, there are 13 partners currently operating 228 Aéropostale stores in Asia, Europe, the Americas, Mexico, and the Middle East. Aéropostale launched its children's brand, P.S. from Aéropostale, in 2009. PS from Aéropostale offers trend right apparel and basics for kids ages 4 to 12 years old and is available in 120 Aéropostale shop in shops around the globe and online at ps4u.com. In 2013 Aéropostale launched Live Love Dream, an athleisure brand focusing on active wear, lounge, yoga, swim and intimates. The brand targets women ages 18 to 22 years old and is available as a branded shop in shop in more than 700 Aéropostale doors and online at lld.com.

SOURCE: Radial

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