Quiksilver

65% of all tickets resolved automatically within two weeks of launching DigitalGenius

Using DigitalGenius’s integrations with DPD and Salesforce Commerce Cloud, Quiksilver resolved common order related issues with no coding and setup within 2 weeks.

What Our Customers Say

Boardriders

Eleanor Galtié Head of Customer Service

“DigitalGenius has really helped us in a time of need. Our ticket volume grew significantly due to COVID and became worse when Brexit hit. Moreover, our customer service team was really pleased to have some additional help during this unprecedented period. DigitalGenius really helped us to deliver fast and effective service during this challenging peak period.”

Stats

65 % of all cases resolved automatically
75 % reduction in average resolution time
99 % reduction in first reply time

The Challenge

When the COVID 19 pandemic hit, Quiksilver stores closed all over the world and customers moved online. With physical stores closed, online sales increased exponentially. This resulted in a big influx of questions from customers, only exacerbated by shipping delays. As a result, Boardriders were looking to find a multichannel solution to handle tickets promptly and effectively, particularly frequently asked questions, to free up live agents to deal with more complex cases to increase customer satisfaction and loyalty.

Digital Genius seemed to be the perfect solution that could be put in place quickly, without the time constraints of hiring and training people, to complement the existing team to provide continuous support to customers across Europe in multiple languages and different timezones. This was particularly pertinent during January when Boardriders saw an increase in customer contacts as a result of delivery delays due to new customs shipping requirements between the EU and the UK.
The Solution

Boardriders deployed DigitalGenius’ e-commerce offering in a matter of a week. It was integrated with Zendesk and Salesforce Commerce Cloud. 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, Order Modifications and Returns in English, French, German and Dutch incorporating Quiksilver ’s business logic within the process builder. This includes using pre-built integrations with various international carriers around the world. Next the DigitalGenius platform will be rolled out to chat and social channels, the other brands in the Boardriders Group and other markets around the world.

Results

Due to the fast deployment time, Quiksilver, Roxy & DC Shoes started seeing results almost immediately:

68%

of all incoming inquiries were accurately resolved without human intervention.
80%

of all automated tickets were fully resolved.
75%

Average Reply Time drop, with many customers receiving answers in seconds.