Case Study: URBN (Urban Outfitters) achieves omnichannel customer and agent satisfaction with [24]7.ai

URBN - Customer Case Study

Joannah Holmes, Director of Contact Centers for URBN (Urban Outfitters, Anthropologie & Co., and Free People), faced rising customer expectations, fragmented agent tools, and the ongoing challenge of keeping agents engaged and resilient—issues amplified by the pandemic’s sudden shift to work-from-home. The team needed to modernize channels and self-service options so customers could interact how and when they wanted, while preventing burnout and ensuring business continuity.

URBN partnered with a vendor to build a one‑stop agent platform, expanded from voice and email to include social, chat, text, proactive chat, and robust VoC and employee surveys, and incorporated trusted third‑party agents for added resilience. The result: faster, more consistent omni‑channel service, higher customer satisfaction, more efficient agents, and a more flexible, resilient contact center that meets customers on their preferred channels.

URBN

Joannah Holmes

Director of Contact Centers