Redefining Retail Response.

Redefining Retail Response.

60%

60%

Reduction in Response Time

40%

Cases resolved with no agent involvement

90%

Order related enquiries resolved with no agent involvement

About

G-Star Raw is a renowned Dutch denim brand known for its innovative and sustainable approach to fashion. Established in 1989, the company is recognized for its raw, untreated denim designs and commitment to craftsmanship.

Website

G-Star® used DigitalGenius to resolve 90% of order-related cases without agent involvement

By automating repetitive enquiries, G-Star has seen response times fall dramatically, and allowed agents to focus on sales and driving revenue.

Integrations with DHL, UPS etc for logistics support

Integrations with DHL, UPS etc for logistics support
Integrations with DHL, UPS etc for logistics support

Manages cases in English, Dutch, and German

Manages cases in English, Dutch, and German
Manages cases in English, Dutch, and German

Swiftly integrated with Salesforce and other systems

Swiftly integrated with Salesforce and other systems
Swiftly integrated with Salesforce and other systems

The Challenge

G-star wanted to transform their customer service operation to a value based centre but agents spent all their time handling support tickets.Additionally, customer service volumes were growing year over year putting strain on existing agents and creating a need to recruit more. Also volumes increase during peak, without hiring more agents, the level of customer service is affected. Ultimately, G-Star wanted to offer a high quality of service to their customers without needing to grow their team.

Solutions & Results

Rapid Deployment

G-Star swiftly integrated DigitalGenius' e-commerce platform with Salesforce and other systems, enabling quick, tailored customer resolutions.

AI-Driven Support

The AI model identifies and processes queries related to orders, returns, and labels, incorporating G-Star's business logic for precise support.

Global Courier Integration

Integrations with DHL, UPS, and other couriers enable DigitalGenius to offer comprehensive, worldwide logistics support.

Multilingual Case Handling

DigitalGenius effectively manages cases in English, Dutch, and German, focusing on order status, returns, and related queries, showcasing its linguistic versatility.

DigitalGenius has created a bot that works perfectly, responding to customer complaints and tagging them at the same time when further work is needed. We no longer spend our time answering repeatable questions. The support department now deal with the most difficult cases leaving our DigitalGenius Bot taking care of the rest.

Lorenzo Idrofano

Team Manager Digital Operations and Customer Service Coordinator

DigitalGenius has created a bot that works perfectly, responding to customer complaints and tagging them at the same time when further work is needed. We no longer spend our time answering repeatable questions. The support department now deal with the most difficult cases leaving our DigitalGenius Bot taking care of the rest.

Lorenzo Idrofano

Team Manager Digital Operations and Customer Service Coordinator

DigitalGenius has created a bot that works perfectly, responding to customer complaints and tagging them at the same time when further work is needed. We no longer spend our time answering repeatable questions. The support department now deal with the most difficult cases leaving our DigitalGenius Bot taking care of the rest.

Lorenzo Idrofano

Team Manager Digital Operations and Customer Service Coordinator

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