Customer Name: Naked Cannabis – Canada

Naked Cannabis, a prominent Canadian CBD products eCommerce website, faced a significant challenge in providing adequate support to senior citizens who encountered difficulties with digital communication channels. While the company had a proficient team handling live chats and emails, it recognized the need to expand its support services to cater to a demographic that preferred traditional phone support.

In response to this challenge, Naked Cannabis partnered with Voca CX, a leading customer experience solutions provider. Voca CX understood the unique needs of Naked Cannabis and embarked on a project to develop and deploy a comprehensive phone support system tailored to the requirements of the Canadian market.

Voca CX leveraged its expertise to provide Naked Cannabis with Canadian toll-free numbers, ensuring that customers could reach the support team without incurring any call charges. Additionally, Voca CX designed and implemented an Interactive Voice Response (IVR) solution that offered various departmental options, streamlining the customer experience and directing calls to the appropriate agents efficiently.

One of the key elements of the solution was the creation of a customized call and sales script specifically tailored to resonate with the target demographic. This approach was instrumental in not only addressing customer queries effectively but also in driving sales from the senior citizen demographic, thereby maximizing the impact of the phone support initiative.

Moreover, recognizing the importance of cultural sensitivity and linguistic diversity, Voca CX facilitated the recruitment of five Jamaican sales support agents to ensure seamless communication and understanding between the support team and the customers. This strategic decision not only enhanced the quality of customer interactions but also contributed to building trust and rapport with the target demographic.

The collaborative efforts of Naked Cannabis and Voca CX resulted in the successful deployment of a robust phone support system that addressed the unique needs of senior citizens in Canada. This initiative not only expanded Naked Cannabis’ support capabilities but also demonstrated the company’s commitment to providing inclusive and accessible customer service.

The implementation of the phone support solution not only bridged the communication gap for senior citizens but also yielded tangible results in terms of increased customer satisfaction and improved sales performance within the target demographic. Naked Cannabis’ proactive approach in embracing traditional phone support, coupled with Voca CX’s tailored solutions, exemplifies a successful partnership that prioritizes customer-centric innovation and inclusivity.

In conclusion, the collaboration between Naked Cannabis and Voca CX stands as a testament to the power of understanding customer needs and leveraging tailored solutions to enhance the overall customer experience. This case study underscores the value of strategic partnerships in driving meaningful and impactful innovations in the realm of customer support and engagement.

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