Cases resolved without agent intervention
50%
Reduction in backlog during peak and in average handle time
24/7
Chat and Email Automation
About
AllSaints is a British contemporary fashion brand with attitude. AllSaints has around 250 global stores (including franchise partnerships and pop-ups), a 360 digital presence and over 50 brand business partners. AllSaints, best known for iconic leathers, also create both menswear and womenswear ready-to-wear collections, footwear, accessories and fragrance.
Website
By offering 24/7/365 AI-powered customer service through chat widgets and email, AllSaints are solving contacts faster, improving productivity, and the quality of agent workload.
The Challenge
AllSaints needed to offer a round-the-clock customer service experience, and looked at automation to achieve this. “Our customer service model was not scalable, and we struggled to cope with large spikes in customer contacts,” says SJ Grabiec, Head of CX & Fraud at AllSaints. “We wanted to be able to ease the workload on our team, provide a faster service to our customers, and bring down our average response times.” Replatforming to Salesforce Commerce Cloud in late 2022, meant that AllSaints was now in a position to consider automation technology, as we had strengthened our foundations.
Solutions & Results
Chat Widget
AllSaints now have a chat widget, integrated with Sunshine Conversations (Sunco), which handles a range of issues such as changing items in an order, exchanging items, changing delivery address, and cancelling orders.
Email automation
AllSaints are also automating some conversations through email, which has helped increase productivity overall (measured by number of solved tickets). “This has made a massive difference to our team, and has helped us to handle peaks with greater success.”
Improved employee experience
"Our previously skeptical team have embraced AI and DigitalGenius, due to the elimination of repetitive tasks, the positive impact on our peak backlog, and also the improved workload quality. It will also give us the opportunity to look at value-added services in future."
Fast results
“The DigitalGenius partnership is still positive and productive several months into the relationship. We continue to work at pace, and are rising to meet each other’s demands. It’s a balanced relationship where we’re leveraging each other’s expertise and innovative ideas. If DigitalGenius tells us something will work, we trust them. If we bring an idea to the table that won’t work or isn’t possible, they suggest alternatives, that are usually better than the original idea.”
