Case Study: Michaels achieves 75% call containment and $47K savings with Radial’s Visual IVR and In-Transit Notifications

Michaels - Customer Case Study

Radial partnered with Michaels, America’s largest arts-and-crafts retailer, to address heavy volumes of “Where’s My Order” and return-status calls. Traditional IVR had low adoption—60–70% of calls still routed to agents—while most callers used mobile devices and wanted 24/7 self-service and better shipment visibility, especially during peak season.

Radial piloted a smartphone Visual IVR (with Zappix) plus in‑transit notifications (with Convey) to give mobile customers a touch‑based self‑service option and proactive shipping alerts. The pilot achieved more than 75% call containment, prevented about 13,000 agent calls, saved over $47K in three months, reduced AHT for self‑served calls from >6 minutes to under 1 minute, produced strong NPS scores (around the mid‑80s), and drove nearly 50% opt‑in to shipment tracking with 1,200+ shipment corrections.

Michaels