About Rugs Direct
Rugs Direct Improves the Customer Experience with Contivio & NetSuite
Launched in 1998 as a full service floor covering company, Rugs Direct was one of the first retailers to sell area rugs online. Now, 20 years later, they are the nation’s leading source for area rugs with over 200,000 selections to choose from.
”With Contivio, we’re able to get valuable insights into our workforce. Are we staffed appropriately, are we missing calls? With these findings, we’ve expanded our operating hours and increased revenue.
Needed CRM integration to provide personalized customer service
Call recordings were difficult for their customer service team to access
Wanted to consolidate other channels like Live Chat into one platform
Since 1998, Rugs Direct has been dedicated to fulfilling the needs of their customers by offering a wide selection of over 200,000 high quality rugs and providing top tier customer service.
Prior to using Contivio, Rugs Direct used ShoreTel’s Call Center solution that did not offer CRM integration. Since customer service is a key competitive differentiator for them, they wanted to upgrade to a contact center solution that integrated with their CRM & ERP system, NetSuite, to increase efficiency and improve the customer experience.
After researching several other companies, Rugs Direct found that Contivio offered the most comprehensive solution at the most competitive price, or as Greg Culler, the Rugs Direct CIO likes to say, “Contivio had the best price to feature set ratio.”