What Our Customers Say
Highlights
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60 % Response Time Reduced by
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40 % Cases resolved with no agent involvement
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90 % Order related enquiries resolved with no agent involvement
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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 -
The Solution
G-Star deployed Digital Genius’ e-commerce offering in a matter of weeks. They’ve integrated the platform with Salesforce along with other backend systems. This allows customers to receive a tailored resolution based on up-to-date information in seconds rather than days or hours.
DigitalGenius uses it’s AI model to identify cases related to Order Status, Return Status and Return label incorporating G Stars business logic within the DigitalGenius process builder. This includes using DigitalGenius pre-built integrations with DHL, UPS and various other couriers around the world.
DigitalGenius now handles cases in English, Dutch and German across those 3 main subjects areas.thin the DigitalGenius process builder. This includes using DigitalGenius pre-built integrations with DHL, UPS and various other couriers around the world.
Results
Due to the fast deployment time, G Star started seeing results almost immediately:
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40%
of all incoming inquiries were accurately resolved without human intervention.
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60%
Average Reply Time has dropped by 60%, with many customers receiving answers in seconds.
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Over half
of all customer cases are resolved in less than a day, even during seasonal volume spikes.
