Case Study: Canawan reduces response times and missed chats with CX Genie

Canawan Revolutionizing Customer Experience with CX Genie’s Conversational AI

Canawan, a leading international e-commerce retailer, faced significant customer support scaling challenges due to its exponential growth. Its manual processes led to 25% of its 9,000+ monthly chat messages being answered late, with an average response time of over five minutes and 30% of chats being missed daily, which increased customer frustration, refunds, and operational costs. To address this, Canawan partnered with vendor CX Genie for a solution.

CX Genie implemented its conversational AI Virtual Agents across Canawan's 15 global websites. The solution automatically handled routine inquiries, seamlessly escalating complex issues to human agents. This implementation delivered powerful results: 70% of questions were addressed autonomously, response times dropped to under one minute, missed chats were reduced by over 70%, and customer satisfaction increased by 15%. Furthermore, CX Genie's solution enabled Canawan to cut its support headcount by 50% while maintaining volume, achieving an estimated 50% in annual cost savings.

Canawan