Breaking away from the pack.

Breaking away from the pack.

74%

of automated email conversations fully resolved

74%

of automated email conversations fully resolved

74%

of automated email conversations fully resolved

63%

of chat conversations deflected

63%

of chat conversations deflected

63%

of chat conversations deflected

76%

of web widget queries resolved

76%

of web widget queries resolved

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.

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Rapha fully resolves 74% of automated email conversations with DigitalGenius

Working alongside DigitalGenius and Dixa, Rapha has deployed customer service automation across email, chat and web widgets.

Easy setup through the integration with Dixa

Easy setup through the integration with Dixa
Easy setup through the integration with Dixa

Automating responses across 5 languages including Japanese and Korean

Automating responses across 5 languages including Japanese and Korean
Automating responses across 5 languages including Japanese and Korean

Replacing agent tagging with AI Intent Detection

Replacing agent tagging with AI Intent Detection
Replacing agent tagging with AI Intent Detection

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.

Working with the DigitalGenius team has been great. The integration with Dixa allowed us to get some quick wins, and it has helped me to evolve the customer experience for the better. I’m able to reserve my agents for the more complex cases where I know that they can truly add value.

Rhys Howells

Head of Customer Service

Working with the DigitalGenius team has been great. The integration with Dixa allowed us to get some quick wins, and it has helped me to evolve the customer experience for the better. I’m able to reserve my agents for the more complex cases where I know that they can truly add value.

Rhys Howells

Head of Customer Service

Working with the DigitalGenius team has been great. The integration with Dixa allowed us to get some quick wins, and it has helped me to evolve the customer experience for the better. I’m able to reserve my agents for the more complex cases where I know that they can truly add value.

Rhys Howells

Head of Customer Service

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