Vera Bradley creates an effortless experience for customers with CXone
Vera Bradley creates an effortless experience for customers with CXone
2 PagesCase Study ON THE NICE SOLUTION ABOUT VERA BRADLEY When friends Barbara Bradley Baekgaard and Patricia R. Miller were traveling together in 1982, they recognized a lack of feminine-looking luggage for wom- en and decided to create their own. With that inspiration, Vera Bradley was born, and the company has grown into an innovative and recognized brand that generates over $416 million in annual revenue. Vera Bradley’s 60 customer service representatives (CSRs) handle more than 250,000 interactions each year, with the goal of creating an effortless cus - tomer experience. THE CHALLENGE But the company’s nine-year -old, on-premises system made it difficult to de - liver outstanding service. Call abandonment rates and customer complaints were high, and agents felt demoralized. “Reportin
