Michaels

3 Pages

Case Study — Michaels Client Success Story Situation Radial handles the customer contact center for Michaels, America’s largest arts and crafts retail chain. The customer care team had been utilizing a traditional IVR (Interactive Voice Response) system to help handle WIZMO (Where’s My Order) calls and return status calls. While traditional IVR is helpful in providing consumers with a self-service option, the adoption rate is very low and 60

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