About the Client

A multinational retailer with 6,000+ stores across North America, Europe, and APAC, offering apparel, lifestyle products, and home goods with both physical and digital customer touchpoints.

Client Challenge

Customer support operations were fragmented across channels including email, social media, chat, and call centers. With no unified system, agents struggled to maintain context across interactions, leading to slow response times and inconsistent resolutions. Over 60% of Tier-1 queries required manual handling, increasing operational costs and impacting customer satisfaction. The retailer needed an omnichannel, AI-driven solution that automated routine inquiries, unified customer data, and improved support quality while reducing dependency on manual agents.

Xevyte Solution

Xevyte implemented its Customer Experience Intelligence Platform to unify customer interactions across web, mobile, chat, WhatsApp, email, and social channels. AI models were introduced to process inbound inquiries, understand intent, detect sentiment, and automate responses to repetitive requests. Agents were equipped with 360-degree customer profiles and AI-driven recommendations for next-best actions. Intelligent routing ensured that complex inquiries reached the right support specialists quickly. Integrated analytics dashboards provided insight into customer sentiment, agent performance, and issue trends.

Business Impact

Customer support cost dropped by 50%, and 65% of Tier-1 queries became fully automated. Response times improved dramatically, customer satisfaction scores increased from 72 to 89, and conversion rates rose by 18% due to better engagement and personalized support.