of automated email conversations fully resolved
63%
of chat conversations deflected
76%
of web widget queries resolved
About
Rapha is the world’s largest cycling retailer. For nearly two decades, Rapha has redefined comfort, performance and style for cyclists and its Rapha Cycling Club boasts 23,000+ members globally.
Website
Working alongside DigitalGenius and Dixa, Rapha has deployed customer service automation across email, chat and web widgets.
The Challenge
Rhys Howells, Head of Customer Service at Rapha wanted to improve the customer experience to match growing customer expectations. One aspect was to deal with the high volume of customer queries coming via email in order to reserve agents for the more complex cases. Rhys spoke to Dixa, his Customer Service Platform and they recommended DigitalGenius as an email and ecommerce specialist.
Solutions & Results
Deploying across channels
Rapha started automating within email, but now has a dedicated “WISMO Widget” on site to help customers understand where their order is quickly. At the beginning of 2024 Rapha went live with DigitalGenius’s chat solution, enhanced with generative AI.
Multilingual customer support
The AI identified incoming tickets in languages that Rapha didn’t know about. Now, Rapha is automating customer service responses across English, French, German, Japanese & Korean.
Granular understanding
The Intent Detection within DigitalGenius has allowed Rapha to drill down into what customers are actually saying, and interacting about. The comprehensive automatic tagging is helping Rapha understand its customers better.
Improving agent experience
Rapha is automating many of the actions that are really repetitive for an agent such as generating returns label. Agents can now focus their time on doing the right thing for the customer, and making decisions that will be impactful for individual customers.
