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
G-Star deployed Digital Genius’ e-commerce offering in a matter of weeks. They’ve integrated the platform with Salesforce along with other backend systems. This allows customers to receive a tailored resolution based on up-to-date information in seconds rather than days or hours.
DigitalGenius uses it’s AI model to identify cases related to Order Status, Return Status and Return label incorporating G Stars business logic within the DigitalGenius process builder. This includes using DigitalGenius pre-built integrations with DHL, UPS and various other couriers around the world.
DigitalGenius now handles cases in English, Dutch and German across those 3 main subjects areas.thin the DigitalGenius process builder. This includes using DigitalGenius pre-built integrations with DHL, UPS and various other couriers around the world.
Due to the fast deployment time, G Star started seeing results almost immediately:
of all incoming inquiries were accurately resolved without human intervention.
Decreased First Reply Time
Average Reply Time has dropped by 60%, with many customers receiving answers in seconds.
Fast Resolution Time
of all customer cases are resolved in less than a day, even during seasonal volume spikes.
What Our Customers Say
DigitalGenius has transformed our operations especially during this unprecedented time. Response times are down by more than half, and customer satisfaction is up. DigitalGenius has enabled our agents to focus more on sales and and driving revenue
Learn how DigitalGenius can deliver automated resolutions for your support tickets in just a few minutes. Book a demo now and we will contact you shortly.