Alsco pioneered the commercial textile services industry, offering rental of high-quality linens, uniforms and hygiene products. With more than 140,000 customers and 120 facilities, Alsco’s service excellence requires constant customer feedback.
Alsco asked RiverStar for a solution to support its agents as they survey customers that have had recent contact with the customer service team. The idea was to gather customer insights and use them to both improve customer service, and identify and present targeted up-sell offers.
RiverStar used RiverStar Studio to create a solution that is integrated with the Five9 platform to allow Alsco to create the dial lists that are used to survey customers who have had recent interactions with Alsco and manage the dialing across time zones. The solution uses rules-based logic to walk agents through the survey, analyzing responses in real-time and triggering next steps (i.e. moving to next question; exploring a response; queuing an email; presenting an offer). Results are impressive, with increases in upsells, First Call Resolutions, customer retention, and increased business insights provided by reports generated by the RiverStar Reporting Engine.
42% increase in up-sell conversions
The application created and maintained by the RiverStar team has outperformed our expectations. Our agents have an easy-to-use interface that gathers critical customer insights and presents customers with new offers at the right time in the process.
Sales and Marketing Director
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