Case Study: 50-Year-Old Omnichannel Retailer achieves 32% digital contact share and 15% CSAT lift with [24]7.ai

Omnichannel Retailer Tapped [24]7.aiTM for Comprehensive CX Modernization

A 50-year-old omnichannel retailer selling home, wellness, beauty and baby merchandise faced a crisis in 2020: a 49% sales decline, the sale of a brand and 200 store closures, and a legacy customer service operation limited to voice and email with 14-minute AHT, 72-hour email delays and a 41% abandon rate. Needing to cut costs and win back customers quickly, the company engaged [24]7.ai for an aggressive 90-day digital transformation to introduce automation and modern messaging channels.

[24]7.ai deployed a Managed Customer Engagement solution—chatbots, conversational AI, live agents and analytics—on a rapid launch cadence, including an FAQ bot with 125 questions and 170 trained digital agents. Within 60 days digital contacts rose to 32% (from zero), the FAQ bot achieved an 86% answer rate, automated containment reached 36% in 90 days, digital volumes were handled at up to 188% of forecast, and CSAT improved to 4.2/5 (a 15% lift).