Case Study: Orvis converts 58% of return calls into exchanges with Khoros CX Insights

How Orvis converts 58% of returns to exchanges with Khoros CX Insights

Orvis, a 160‑year‑old outdoor retailer with thousands of products, hundreds of stores, and millions of annual visitors, needed to maintain its high standard of customer service while understanding customer behavior both at scale and at the individual interaction level. To gain that visibility, Orvis partnered with Khoros and deployed Khoros CX Insights to aggregate and analyze customer touchpoints across phone, chat, email, SMS, social, and reviews.

Using Khoros CX Insights’ classification, unified visualizations, and persistent interaction recordings, Orvis identified root causes of return‑related calls, simplified agent workflows, retrained staff, revised its website and email cadence, and rolled out SMS order‑status updates. The Khoros solution helped Orvis convert 58% of return calls into exchanges, cut return‑call handle time by about 2 minutes (~20%), reduce calls for return instructions by 43%, lower receipt‑confirmation calls by 20%, decrease calls about sent returns by 37%, and drive other reductions in informational inquiries and negative out‑of‑stock calls.

Orvis

Lisa Lavin

Director of Customer Experience