DSW Drives 30% CSAT Improvement with AI Virtual Agents
DSW Shoe Warehouse is one of North America’s largest designers, producers and retailers of designer and name brand shoes and fashion accessories. Scaling a contact center from 50 agents to 500 agents in under 8 years is no small feat. Moving into the eCommerce space meant an influx of customer contacts. DSW partnered with SmartAction to implement a voice solution designed to keep up with the rise in expectations for personalized experiences.
Success by the Numbers
Continued growth meant two things for DSW: long hold times and frustrated customers. This conundrum meant they had to either hire more agents (or Shoe Lovers, their designated DSW moniker) and building a second multi-million-dollar call center or find an alternative. Not willing to sacrifice customer experience for cost savings, DSW sought a partner that would push their organization towards a digital transformation. All the while, they needed to guarantee their path to customer service automation was comfortable.
As a result, DSW avoided incurring the expense of building another call center as additional live agent headcount was no longer necessary. Through authentication alone, DSW experienced an 85% success rate. This allowed DSW to save $1.5 million in average handle time (AHT) and call deflection. Most importantly, DSW has recognized a 30% increase to their CSAT scores due to the elimination of hold times.