What Our Customers Say
Stats
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60 % Average Overall Response Time Reduced By
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20 % Reduction in Average Resolution Time
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27 % Cases Resolved With No Agent Involvement
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The Challenge
Volcom saw a huge growth in e-commerce sales through the COVID crisis and this resulted in a big influx of customer service requests. Volcom were not in a place to hire more agents so were looking for ways to intelligently automate some of this volume.
In addition Volcom are supporting customers across the globe, with contact centres in America, Asia and Europe. It was critical for Volcom to find a solution which could support multiple languages including Japanese and multiple integrations with carriers around the world.
Ultimately, Volcom wanted to offer a high quality of service to their customers without needing to grow their team.
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The Solution
Ultimately, Volcom wanted to offer a high quality of service to their customers without needing to grow their team.
DigitalGenius uses its AI model to identify cases related to Order Status, Returns, Exchanges, Edit Order, Cancel Order, Missing Item, and Warranty requests incorporating Volcom’s business logic within the DigitalGenius process builder.
This includes using DigitalGenius pre-built integrations with Shopify and various international carriers around the world. Through the first few weeks of the project the Volcom US team built standardised processes for each use case which could then be customized for each of the other local markets. This is easily done using the DigitalGenius process builder user interface.
Results
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27%
of all incoming inquiries were accurately resolved without human intervention.
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20%
reduction in average resolution time across all tickets
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60%
with many customers receiving answers in seconds.
