Reduction in Response Time
40%
Cases resolved with no agent involvement
90%
Order related enquiries resolved with no agent involvement
About
G-Star Raw is a renowned Dutch denim brand known for its innovative and sustainable approach to fashion. Established in 1989, the company is recognized for its raw, untreated denim designs and commitment to craftsmanship.
Website
By automating repetitive enquiries, G-Star has seen response times fall dramatically, and allowed agents to focus on sales and driving revenue.
The Challenge
G-star wanted to transform their customer service operation to a value based centre but agents spent all their time handling support tickets.Additionally, customer service volumes were growing year over year putting strain on existing agents and creating a need to recruit more. Also volumes increase during peak, without hiring more agents, the level of customer service is affected. Ultimately, G-Star wanted to offer a high quality of service to their customers without needing to grow their team.
Solutions & Results
Rapid Deployment
G-Star swiftly integrated DigitalGenius' e-commerce platform with Salesforce and other systems, enabling quick, tailored customer resolutions.
AI-Driven Support
The AI model identifies and processes queries related to orders, returns, and labels, incorporating G-Star's business logic for precise support.
Global Courier Integration
Integrations with DHL, UPS, and other couriers enable DigitalGenius to offer comprehensive, worldwide logistics support.
Multilingual Case Handling
DigitalGenius effectively manages cases in English, Dutch, and German, focusing on order status, returns, and related queries, showcasing its linguistic versatility.
