Case Study: Canadian Tire achieves 27.8% fewer product-related customer contacts with Bazaarvoice Ask & Answer

Ask & Answer™ Decreases Product-Related Support Costs

Canadian Tire, Canada’s most‑shopped retailer with more than 1,000 stores and gas bars, fields many customer service calls and emails about product questions, returns and order issues. Reducing product-related support contacts was a priority to improve customer experience and lower operating costs.

In July 2007 Canadian Tire added Bazaarvoice’s Ask & Answer on product pages so customers, staff and manufacturers could answer shopper questions; products with at least one answered question saw 27.8% fewer product-related contacts (about 4,368 fewer calls/emails over six months). Items with two answers saw a 67% drop and those with three or more answers an 81.2% drop, creating a searchable Q&A asset that reduced support costs and delivered ongoing efficiencies as answer volume grows.

Canadian Tire