About
SkullcandyInc. is an American company based in Park City, Utah. They market headphones, earphones, hands-free devices, audio backpacks, MP3 players, and other products.
Website
~60% of tickets fully resolved by DigitalGenius
Skullcandy is now able to respond to customer’s WISMO, troubleshooting and warranty enquiries in minutes rather than hours. This has freed up agents to spend time on more complex cases.
The Challenge
As the world changed over 2020 where home workouts, home working and other forms of activity became more individualised, the need for good quality headphones increased dramatically. Skullcandy experienced a rise in customer service tickets, but crucially wanted to enable customers to troubleshoot their issues easily and effectively without having to wait for hours or experience delays in getting a response from agents. In April Skullcandy also launched one of their biggest promotions which led to a 50% increase in ticket volume. These queries were only customers reaching out regarding how to claim their vouchers.This short boost of tickets meant that Skullcandy wanted to provide the best possible services in the quickest time.
Solutions & Results
AI-Powered Query Resolution
DigitalGenius utilizes its AI model to efficiently address technical and e-commerce queries, including charging issues, troubleshooting, warranty requests, and order statuses, tailored specifically to Skullcandy's requirements.
Customized Skullcandy Logic
The integration with Skullcandy's Zendesk was finely tuned to align with specific Skullcandy logic, ensuring a seamless support experience.
Efficient Ticket Handling
Specialized in handling returns, refunds, and order queries, DigitalGenius offers an efficient ticket management system, enhancing Skullcandy's customer support.
Rapid Response for Promotions
Demonstrating agility, the DigitalGenius team quickly established a flow to manage a surge in tickets during Skullcandy promotions, showing remarkable responsiveness and adaptability.