Aaron’s Inc. used Medallia to enhance its web chat and digital support channels, achieving a 71.5% decrease in call time, 92% reduction in on-hold time, 226% increase in feedback volume, and a 126% boost in online shopping NPS. As customers shifted online, Medallia helped Aaron’s meet them in their preferred channels and resolve issues in real time using automated and live chat solutions. With Medallia Text Analytics, Aaron’s analyzed chat logs and digital feedback to identify pain points across the customer journey, enabling departments to act quickly and continuously improve the omnichannel shopping experience.

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