Intelligent Assistance and Customer Self-Service help online retailer create the perfect customer experience
Missguided is one of the fastest growing women’s online retailers in the world. Founded in 2009 by Nitin Passi, it has become a leading rapid fashion retailer, taking an agile approach that sees it deliver commercial and affordable product to its customers before trends hit.
To service its growing customer base, the online retailer is now investing in a better customer experience. It’s therefore partnering with CX Company, the technology company behind the conversational platform DigitalCX.
“We’re a digital company so we want to continue to build on our customers online service experience” says Scott Barker, Head of Customer Service at Missguided.
DigitalCX provides Missguided with an Intelligent Assistant and Advanced Knowledge Base. It allows customers to ask questions and easily find relevant information that helps them get jobs done. It currently has a recognition rate of 85% and more than 96% of all questions are being answered.
Customers in the UK, Ireland, USA, Australia and the EU all get information from the same knowledge base, but the content is tailored to their specific context. This gives them all an engaging and effective experience. “In fact, the solution is so effective that our Customer Service teams are using it for reference too,” Scott continues.
CX Company and Missguided are committing themselves to a superior customer experience. “These are just the first steps,” Scott says, “this is a long term commitment and in the future we will launch conversational interfaces and make our self-service solution more prominent in all customer journeys.”