Case Study: Missguided decreases live contacts and costs by 14% with CM.com

Missguided decreases live contacts and costs by 14% with CM.com

Missguided, a rapidly growing fashion retailer, faced a challenge with its customer service channels becoming overwhelmed, leading to increased live contacts and higher costs. The company's Head of Customer Care described this as a "double failure," where customers first failed to find solutions on an unstructured website and then drove up expenses by contacting support. To address this, Missguided partnered with vendor CM.com to implement its chatbot solution.

CM.com implemented a virtual assistant that was integrated into Missguided's existing architecture in just eight weeks. The solution provided contextual answers and included an internal knowledge base for support agents. This approach resulted in an 80% bot engagement rate and decreased live contacts and costs by 14%. The success was attributed to a data-driven strategy, and Missguided plans to further automate conversations on its social media channels.

Missguided