Case Study: Aéropostale achieves 70% call containment and 90 NPS with Radial's Visual IVR

Visual IVR Solution Helps Aéropostale Drive Customer Satisfaction and Loyalty

Aéropostale, a specialty apparel retailer and Radial client since 2005, was relying on traditional IVR for order and credit inquiries even though roughly 60% of callers used mobile devices. Traditional IVR only resolved about 20–30% of calls, creating frequent transfers to live agents and a subpar mobile experience that hurt efficiency and customer satisfaction.

Radial partnered with Zappix to deploy a smartphone-optimized Visual IVR integrated with Aéropostale’s order management, letting customers tap through visual menus or hand off seamlessly to agents. The solution delivered a 70% containment rate (vs. 20–30% typical), about 20% adoption among order-status callers, and a Net Promoter Score of 90—improving speed, reducing agent transfers, and boosting customer satisfaction and loyalty.

Aeropostale

John Remlin

Senior Director, eCommerce Operations