G Star Raw cover photo

G-Star®

40% of their total volume with DigitalGenius Automation.

Since implementing DigitalGenius, G-Star has reduced response times, increased CSAT scores and freed up agents to spend on more complex cases

What Our Customers Say

  • G Start Raw logo

    DigitalGenius has transformed our operations especially during this unprecedented time. Response times are down by more than half, and customer satisfaction is up. DigitalGenius has enabled our agents to focus more on sales and and driving revenue

Highlights

  • 60 % Response Time Reduced by

  • 40 % Cases resolved with no agent involvement

  • 90 x Order related enquiries resolved with no agent involvement

  • 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:

  • Automated Responses

    40%

    of all incoming inquiries were accurately resolved without human intervention.

  • Decreased First Reply Time

    60%

    Average Reply Time has dropped by 60%, with many customers receiving answers in seconds.

  • Fast Resolution Time

    Over half

    of all customer cases are resolved in less than a day, even during seasonal volume spikes.

Try it out (for free!)

  • Full access to the DigitalGenius platform
  • 1 week set up, no IT needed
  • Multi-language + multi-channel
  • FREE!