Case Study: Leading US Department Store Chain achieves scalable omnichannel customer support and remote agent enablement with [24]7.ai

US Department Store Chain Strengthens Relationship with [24]7.ai to Meet Unprecedented Challenges

A leading U.S. department store chain with 1,100+ locations faced a sudden shift in customer behavior during the pandemic: store traffic plunged and temporary closures forced furloughs, while online sales rose 20%. The retailer needed to preserve a consistent, high-quality omnichannel experience—especially chat and voice support—while controlling costs and rapidly transitioning agents to remote work.

[24]7.ai scaled its long-standing relationship from a single voice contact center to more than 1,100 voice and chat agents across India, Colombia, and the Philippines, implemented secure work‑from‑home procedures (enabling 100% of Hyderabad chat agents to work remotely), and grew its share to over 80% of the client’s chat interactions. The result: reduced shrinkage, higher productivity, consistently top CSAT rankings versus other BPOs, and controlled costs during a difficult period for retailers.