Case Study: DSW reduces handle time by 7.8% with Shelf

DSW reduces handle time 7.8% with Shelf

Designer Shoe Warehouse (DSW) faced a challenge with its overwhelmed customer support team following a surge in online shopping. Associates struggled to navigate multiple knowledge sources, leading to inefficiencies and errors. To address this, DSW turned to Shelf for a modern knowledge management solution.

By implementing Shelf's knowledge base, which integrated seamlessly with existing systems, DSW provided its support team with a centralized and easily accessible resource. The solution resulted in a 7.8% reduction in average handle time, saving 20 seconds per call. This improvement translated to an estimated annual savings equivalent to $780,000. Customer satisfaction scores also improved as associates gained quicker access to the right information.

Designer Shoe Warehouse (dsw)