Case Study: Missguided achieves 14% lower live contacts and costs with CX Company’s virtual assistant

Leading fashion brand, Missguided, decreases live contacts and costs by 14%

Missguided, a leading online fashion retailer, faced a challenge with overwhelming customer contacts on its live chat, email, and social channels. Their website was difficult to navigate, leading to a poor user experience and high support costs. To address this, they partnered with CX Company to implement a virtual assistant solution aimed at making the user experience more intuitive and reducing contacts.

CX Company implemented a virtual assistant on the Missguided help page in just eight weeks. This solution provided contextual answers to users and was supported by a new internal knowledge base. The results were significant, with bot engagement reaching 80% and leading to a 14% reduction in live contacts and associated costs. Missguided also reported a 40-point increase in its Net Promoter Score (NPS).