About
With over 400 stores in Germany, Austria, Switzerland, the Netherlands, Spain, Italy, Belgium, France, Portugal and the USA SNIPES SE is one of the most successful sneaker and streetwear chain stores in Europe. Since opening its first store in Essen in 1998, SNIPES has been an integral part of the urban scene and is constantly growing thanks to regular openings.
Website
Automates over ⅓ of German enquiries with 99% accuracy in 6 weeks
The SNIPES customer support team can now react quickly to customer enquiries, in all the languages of their key markets, to deliver better resolutions for customers and increase overall satisfaction. With DigitalGenius on board, SNIPES are confident of scaling operations efficiently alongside the wider business’ growth.
The Challenge
SNIPES did not have an automation platform that would allow them to react quickly to unforeseen spikes in case volumes, which could be scaled efficiently and cost-effectively, and drive greater customer satisfaction.SNIPES are expecting year on year growth into other markets and needed a platform that could assist with long term scalability as they expanded their territory.SNIPES wanted their agents to concentrate on more personalised cases and move away from repetitive issues. They needed a solution that could be on 24/7 365 which could automate lower-value cases.
Solutions & Results
Seamless Integration
DigitalGenius and SNIPES collaborated to integrate AI-powered customer support into existing systems like Salesforce Service Cloud, Salesforce Commerce Cloud, and DHL, enhancing efficiency and support accuracy.
AI-Powered Precision
DigitalGenius's AI model delivers exceptional accuracy, reaching 99%, in identifying and handling technical and e-commerce queries.
Scalable Solution
SNIPES benefits from a scalable, dedicated customer support solution that aligns with their business growth, ensuring responsive and efficient service across key markets.
Multilingual Support Mastery
The AI model's ability to handle customer support tickets in multiple languages, including German, demonstrates DigitalGenius's capacity to cater to diverse customer needs effectively.
