What Our Customers Say
Highlights
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50 % Response Time Reduced by
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2.5 x Improvement in Agent Productivity
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30 % Cases resolved with no agent involvement
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The Challenge
Over the last two years, Packlink’s contact center volumes increased by 70%. Overwhelmed by these enquiries, response times started slipping, even to as long as a week in some cases. The team simply wasn’t able to grow quickly enough to keep up.
A large majority of this volume is related to orders, refunds and cancellations. Packlink also has to support a multitude of languages, which provides an additional challenge to offering quality support for every customer.
Ultimately, Packlink wanted to offer a high quality of service to their customers without needing to grow their team
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The Solution
Packlink deployed DigitalGenius’ e-commerce offering in a matter of weeks. They’ve integrated the platform with Zendesk 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 cancellation and refunds incorporating Packlinks business logic within the DigitalGenius process builder. This includes using DigitalGenius pre-built integrations with Hermes, UPS and various other couriers around the world.
Results
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30%
of all incoming inquiries were accurately resolved without
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50%
Average First Reply Time has dropped by 50%, 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.
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2.5x
Packlink is now solving 2.5x more tickets per month with the same number of agents.
