Brooks Brothers^® Resolves

20% of their tickets within 3 months of launching with DigitalGenius

Since implementing DigitalGenius, Brooks Brothers has reduced response times, full resolution times, and freed up agents to spend time on more complex cases.

Stats

Cases Automated by DigitalGenius

0 %

Change Order Requests Automated

0 %

Accuracy

0 %

Brooks Brothers Mission

Brooks Brothers is an American icon, the oldest men’s clothier in the United States and is headquartered on Madison Avenue in Manhattan, New York City.

Challenge

01

With physical stores closed, online sales increased exponentially. Contact center agents were swamped and couldn’t deal with the increasing volume of incoming tickets.

02

Fulfilment difficulties and delays at the warehouse meant customers had to wait longer than normal, increasing the challenge even further.

Solution

Ultimately, Volcom wanted to offer a high quality of service to their customers without needing to grow their team.

DigitalGenius uses it’s 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

Automated Responses

22%

of all incoming inquiries were resolved without human intervention.

Fast Resolution Time

98%

Over half of all customer cases are resolved in less than a day, even during seasonal volume spikes.

Decreased Reply Time

25%

Overall Average First Reply Time has dropped by 25%, with many customers receiving answers in seconds.

Change Order Requests

97%

of Change Order Requests Automated

What Our Customers Say

DigitalGenius has really helped us in a time of need. We didn’t expect our online volumes to grow during the pandemic and were not in a place to hire more agents. This meant huge customers were waiting too long for a response. With DigitalGenius we were able to launch within 4 weeks without any IT resources, and automating 20%+ within 8 weeks

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Brooks Brothers® Resolves