RetailCustomer care
Call-back alerts cut missed customer-care calls by 40%
A large retailer with physical stores and an online marketplace.
- -40%missed-call rate
- 15% to 9%in the first month
The objective
A significant share of shoppers who requested help online never answered the promised call-back: roughly 15% of monthly call attempts rang out, wasting agent time and delaying resolution. The retailer wanted a real-time cue that would nudge shoppers to pick up.
The journey
The moment a shopper submitted a support form, emaze.ai fired a branded message that:
- Showed the shopper's specific order or issue summary.
- Carried the care agent's name and photo for instant recognition.
- Promised a call window with a traceable "Confirm I'm available" button.
- Embedded contact-card, calendar and reschedule links, one tap each.
- The engagement dashboard showed who opened, clicked or ignored the alert, so managers routed live calls accordingly.
The results
- Agents reached customers on the first attempt, shortening average handle time.
- Follow-up surveys showed a noticeable CSAT lift, attributed to "professional, helpful reminders".
Automated, visually engaging call-back alerts turned a frustrating support gap into live conversations, faster resolution and a measurable satisfaction boost.
