cases resolved automatically across all brands
75%
reduction in average resolution time
99%
reduction in first reply time
About
Boardriders is a leading action sports and lifestyle company whose apparel and footwear brands represent a casual lifestyle for young-minded people who are inspired by a passion for outdoor action sports. Their brands include Quiksilver, Billabong, Roxy, DC Shoes, RVCA, Element, and VonZipper.
Website
Boardriders “dream of things that never were and make them happen”. As such, they were a perfect customer for DigitalGenius, which allowed them to resolve 50% of customer cases automatically, without needing agents input.
The Challenge
When the COVID 19 pandemic hit, Boardriders’s 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.
Solutions & Results
Freeing up agents
Boardriders were looking to find a solution to handle tickets promptly and effectively, particularly frequently asked questions, in order to free up live agents to deal with more complex cases to increase customer satisfaction and loyalty. DigitalGenius was the perfect solution.
Rapid integration
Boardriders deployed DigitalGenius in just a week. This involved integrating with Zendesk and Salesforce Commerce Cloud, allowing Boardriders to get on top of its backlog.
Multilingual, multichannel support
DigitalGenius provides support for Boardriders across English, French, German, Dutch, Spanish and Italian, and across multiple channels
Managing peaks
Soon after implementation, Brexit happened and 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. DigitalGenius helped Boardriders stay on top of this peak, and future peaks.
