Overview
Valvoline recognized that its customer experience, especially for those who called into its local service centers, was inconsistent at best. So working with NICE and its CXone solutions, the company incorporated self-service options into the CXone IVR, to answer common questions and offload tens of thousands of live-agent interactions. It also embarked on a major customer acquisiton program that not only drove substantial business into its service centers but generated an ROI of 3.5-5 on every dollar spent!
