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Cloud-Based IVR Solution Improves Customer Experience

How Did Features of a Cloud-Based IVR Solution Improve Shopping Experience for Academy Sports + Outdoors' Customers?

Academy Sports + Outdoors, a major sporting goods retailer based in Houston, Texas came to MicroAutomation with the ambitious goal of improving their customer experience by replacing an outdated IVR system with a more modern, cloud-based alternative.

In updating their systems, they hoped to be able to integrate and scale with existing corporate systems, backend data stores, and their eCommerce-focused contact center.

Our Cloud-Based IVR Solution:

  • Increased call deflection from the contact center
  • Led to higher repeat customer percentage
  • Reduced customer effort due to automation of order inquiries

…and more. Download our Academy Sports + Outdoors case study to learn more about how this company-wide solution improved effectiveness and efficiency for multiple branches of the company.