DirectBuy is a buyer’s club, which allows members to purchase items directly from vendors. Founded in 1971 in Merrillville, Indiana, the company has provided top-notch customer service and high-quality products for over 40 years. Members pay a membership fee that entitles them to access merchandise sold at wholesale prices, including home furnishings, flooring, appliances, and more.
A typical DirectBuy customer is anyone who wants to save money but also can do so. Many are working on home improvements and need to make multiple purchases throughout the year.
The process of switching to Nextiva was as smooth as it could be. We worked with the onboarding team to make the switch after-hours, so none of our customers were affected. It was only thirty-five to forty users at the time, and we’ve since added on over one hundred more.
Create Customer-Centric Employees
With hundreds of thousands of members, the team at DirectBuy needs to handle over 30,000 calls per month.
It’s a fast-paced, production-driven environment, where the agents are passionate about providing exceptional service.
In addition to the office in Merrillville, there are six offices in Canada to accommodate Canadian customers, with a total staff of over 600. The calls are mostly inbound and can range from answering questions to placing orders, to even helping to design custom flooring or cabinet items.
Since all parts of the business rely so heavily on phone calls, they need a reliable communications system that they can keep their business running smoothly.
