Riding the Wave of Automation.

Riding the Wave of Automation.

50%

50%

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.

Boardriders automates half of customer service cases with DigitalGenius

Boardriders automates half of customer service cases with DigitalGenius

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.

Getting live and automating responses after just a week

Getting live and automating responses after just a week
Getting live and automating responses after just a week

Freeing up agents to focus on more complex tickets

Freeing up agents to focus on more complex tickets
Freeing up agents to focus on more complex tickets

Handling peaks, both expected and unexpected

Handling peaks, both expected and unexpected
Handling peaks, both expected and unexpected

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.

DigitalGenius really helped us in a time of need. Our ticket volume grew significantly due to the point where our team was struggling. DigitalGenius is an incredible help to myself and my team, helping us stay on top of customer queries, and allowing us to deliver fast and effective service especially in peak periods.

Eleanor Galtie

Customer Service Manager

DigitalGenius really helped us in a time of need. Our ticket volume grew significantly due to the point where our team was struggling. DigitalGenius is an incredible help to myself and my team, helping us stay on top of customer queries, and allowing us to deliver fast and effective service especially in peak periods.

Eleanor Galtie

Customer Service Manager

DigitalGenius really helped us in a time of need. Our ticket volume grew significantly due to the point where our team was struggling. DigitalGenius is an incredible help to myself and my team, helping us stay on top of customer queries, and allowing us to deliver fast and effective service especially in peak periods.

Eleanor Galtie

Customer Service Manager

Join the online shopping revolution

Join the online shopping revolution

Join the online shopping revolution