G-Star® Resolves

40% of their total volume with DigitalGenius Automation.

Since implementing DigitalGenius, G-Star has reduced response times, increased CSAT scores and freed up agents to spend on more complex cases

Highlights

Response Time
Reduced by
0 %
Cases resolved with no agent involvement
0 %
Order related enquiries resolved with no agent involvement
0 %

G-Star Mission

G-Star is a Dutch designer clothing company, founded by Jos van Tilburg in Amsterdam in 1989, which produces high quality clothing.

Challenge

01

G-star wanted to transform their customer service operation to a value based centre but agents spent all their time handling support tickets.

02

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.

03

Ultimately, G-Star wanted to offer a high quality of service to their customers without needing to grow their team

Solution

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.

Results

Due to the fast deployment time, G Star started seeing results almost immediately:

Automated Responses

40%

of all incoming inquiries were accurately resolved without human intervention.

Decreased First Reply Time

60%

Average Reply Time has dropped by 60%, with many customers receiving answers in seconds.

Fast Resolution Time

Over half

of all customer cases are resolved in less than a day, even during seasonal volume spikes.

What Our Customers Say

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