International, multi-channel retailer Orvis is known for superior outdoor equipment and customer satisfaction. Delivering white glove customer service to millions worldwide is a challenge, so Orvis turned to Khoros CX Insights to help identify and resolve friction points in the customer experience.
With CX Insights, Orvis was able to quickly categorize and analyze support inquiries to identify areas for improvement in their contact center, website, and email cadence. Resolving these friction points led to a 20% reduction in call handle time and 50% of returns converted into exchanges.
Download the case study to learn how Orvis leveraged digital-first technology to continue its legacy of incredible customer experience.
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