Fashion retailer uses new solution to step up self-service
The parent company of Fabletics, the fast-growing activewear brand, is using a new kind of chatbot to drive customer service.
TechStyle Fashion Group, which owns and operates Fabletics, Fabkids, and ShoeDazzle, is partnering with Nice inContact to step up the customer experience across its brands. Using the company’s AI-based “omni-bot” solution, the company is improving operational efficiency, enhancing customer experience, and reducing operational costs.
The company had been offering conversational voice self-service for several months, but wanted to offer a similar self-service experience in their fastest growing channel — chat. Historically, chats were directly routed to a live chat agent without any authentication or self-service features. This caused spikes in volume and made it difficult to staff appropriately, especially considering the cyclical nature of the business.
To ease the stress on forecasting and staffing, the company added Nice inContact’s omnibot. The AI-based self-service solution blends chat with live agent interactions, a move that can transition more complex chat sessions to live agents.
Since adding the solution, TechStyle has gained $1.1 million in savings for 2017, based on the company’s per agent reduction, average handle time decrease, and containment. The company has also reduced calls to live agents by 18.5%, and average handle time dropped by 45 seconds. Meanwhile, members satisfaction is 77%, which is consistent with historical averages, according to TechStyle.
“Any benchmark we created would have been easily surpassed,” said Mike Gamez, GMS Member Solutions Manager at TechStyle. “With the partnership of NICE inContact and SmartAction, we feel confident to say we are in good hands.”
TechStyle Fashion Group, which owns and operates Fabletics, Fabkids, and ShoeDazzle, is partnering with Nice inContact to step up the customer experience across its brands. Using the company’s AI-based “omni-bot” solution, the company is improving operational efficiency, enhancing customer experience, and reducing operational costs.
The company had been offering conversational voice self-service for several months, but wanted to offer a similar self-service experience in their fastest growing channel — chat. Historically, chats were directly routed to a live chat agent without any authentication or self-service features. This caused spikes in volume and made it difficult to staff appropriately, especially considering the cyclical nature of the business.
To ease the stress on forecasting and staffing, the company added Nice inContact’s omnibot. The AI-based self-service solution blends chat with live agent interactions, a move that can transition more complex chat sessions to live agents.
Since adding the solution, TechStyle has gained $1.1 million in savings for 2017, based on the company’s per agent reduction, average handle time decrease, and containment. The company has also reduced calls to live agents by 18.5%, and average handle time dropped by 45 seconds. Meanwhile, members satisfaction is 77%, which is consistent with historical averages, according to TechStyle.
“Any benchmark we created would have been easily surpassed,” said Mike Gamez, GMS Member Solutions Manager at TechStyle. “With the partnership of NICE inContact and SmartAction, we feel confident to say we are in good hands.”