Case Study: Old Fashion Retailer Company reduces email traffic 51% and cuts contacts per order 29% with eGain SelfService+AI

High Street Fashion Retailer Styles Better Online Customer Journeys

A century-old, multibrand fashion retailer with hundreds of stores, a $4B annual turnover and tens of thousands of employees faced rising online contact volumes as eCommerce grew to 25% of sales. Increased emails, calls and contacts per order were driving up contact center costs and hurting customer satisfaction, and the company needed a way to deliver consistent, brand-aligned self-service on its websites.

The retailer deployed eGain SelfService+AI to build brand-aligned self-service portals from a centralized knowledge base; the solution went live in three weeks. In week one contacts fell 23%, email traffic dropped 51% (14% better than target), contacts per order decreased 29%, and customer satisfaction improved.