Case Study: Abercrombie & Fitch Co. improves customer support insights with EdgeTier

Abercrombie & Fitch Co. improves QA with 100% message coverage using EdgeTier

Abercrombie & Fitch Co., a global specialty retailer, sought to unlock the value within its customer support data. Their challenges included a lack of automated analysis of customer conversations, an inefficient agent quality assurance process, and difficulty quantifying the impact of policy changes on contact volumes. They partnered with vendor EdgeTier to implement its customer service analytics technology to address these issues.

EdgeTier provided a solution that integrated with the retailer's platform, offering real-time conversation analysis. Key features included anomaly detection for proactive issue identification, automated tagging to quantify conversation topics, and comprehensive agent message scanning for quality improvement. The results for Abercrombie & Fitch Co. were significant; EdgeTier's technology enabled them to accurately forecast the contact volume impact of policy changes, rapidly identify coaching opportunities for agents, and gain real-time visibility into customer feedback trends.

Abercrombie & Fitch Co.