Case Study: Calendars.com cuts wait times by 81% with Zowie

How Calendars.com Slashed Wait Times by 81% With Zowie

Calendars.com, a Texas-based ecommerce retailer with more than 5,000 products, needed a better way to handle a massive seasonal support spike of up to 7,000% in requests. Their live chat wait times were climbing, customers were abandoning chat for phone and email, and the team was forced to add more seasonal agents to keep up. To solve this, they turned to Zowie and its AI Agent.

Zowie implemented its AI Agent for Calendars.com in just two weeks, automating repetitive questions and improving chat support without sacrificing a personalized experience. The results included an 81% reduction in chat wait times, a 57% drop in wait time across all channels, 84% automation, 40% deflection, and 17 fewer seasonal agents needed during peak season. Zowie also helped cut “where’s my order?” contacts by 60% and provided insights that improved checkout and overall customer experience.

Calendars.com

Tricia Berthet

Contact Center Director