Case Study: Urban Outfitters scales digital support to handle 95% of traffic and preserves premium CX with [24]7.ai

Urban Outfitters Customer Support Relies on [24]7 Agent ServicesTM to Flourish in Time of COVID

Urban Outfitters (URBN), the lifestyle retailer behind brands like Anthropologie, Free People and BHLDN, faced a sudden customer-service crisis when the COVID‑19 pandemic forced its 350-person contact center to go remote just as online business doubled. Logistics delays lengthened delivery times, many on-site agents couldn’t or wouldn’t work from home, and URBN worried service quality and productivity would fall—yet was cautious about outsourcing because of mixed past experiences.

[24]7.ai Agent Services rapidly onboarded support, training 25 agents in three weeks and scaling to 220+ remote agents for the holiday peak, ultimately handling about 95% of URBN’s digital traffic. Recruitment, training, supervision and security met URBN’s high standards; voice‑of‑customer scores matched internal metrics (URBN boasts a +90% VOC satisfaction rating), and the partnership is expanding with planned SMS support.

Urban Outfitters

Bryan Whitney

Director