On Running Outpaces Competition with 60% of All Queries
Resolved by DigitalGenius

Over the last 9 months, DigitalGenius has resolved 60% of all incoming customer inquiries, doubled the Happiness Delivery team’s productivity and helped On to continue growing without sacrificing the customer experience. On Running now handles 250% more customer inquiries, with only 10% more happiness delivery agents.

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Reduction in Customer Wait Time
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Cases resolved without Agent intervention
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Improved Agent Productivity

Seven million. That’s how many runners trust On Running to keep them moving.On has come a long way in only a short time – the three co-founders only designed the first pair of runners in Zurich, Switzerland in 2010. Since then, they’ve expanded to over 50 countries with the dream of changing the world of running. In November 2019, tennis superstar Roger Federer joined On Running as their fourth co-founder. Clearly, slowing down is not in their plans.If you work in retail, it’s easy to imagine the kind of growing pains that accompany growth of that size. From inventory management to shipping processes to the inevitable surge in customer service inquiries, rocket-fuelled growth comes with an enormous set of challenges.Determined to meet these challenges head-on, On Running turned to DigitalGenius to ensure that customers continued to get the same great experience they had from day one. Their goal? Fast, accurate replies enabled by automated resolutions.

Over the last two years, On Running’s contact centre volumes increased by 200%. Overwhelmed by these enquiries, response times started slipping, even to as long as a week in some cases. The team simply wasn’t able to grow quickly enough to keep up.

 

Most of this volume was predominantly from the same repetitive questions every e-commerce team knows well: order status updates, exchanges and editing orders. On Running also supports customers in a variety of languages, which provided an additional challenge to offering quality support to every customer.

 

Ultimately, On wanted to offer a high quality of service to their customers without needing to grow their customer service team.

 

On Running now handles 250% more customer inquiries, with only 10% more happiness delivery agents.

The Solution

On Running is not a company known to shy away from innovation. So when their customer service team became overwhelmed due to their sudden success, they wanted to find a creative solution. They turned to AI to allow them to maintain quality while decreasing the overall response rate.

 

On deployed DigitalGenius’ e-commerce offering in a matter of days. They’ve integrated the platform with Salesforce Service Cloud 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

 

They’ve also enabled multilingual support in order to provide assistance to customers in German. Because DigitalGenius uses historical customer conversations to automate resolutions, no translation was needed by the On Running team.

The Results

Due to the fast deployment time, On started seeing results almost immediately:
  • Automated Responses: 28% of all incoming inquiries were accurately resolved without human intervention. 70% of all order status inquiries and 64% of all order updates are addressed by DigitalGenius.
  • Increased Agent Productivity: Agent productivity doubled, as they could concentrate on cases that required additional assistance. On now handles 250% more customer inquiries, with only 10% more agent time.
  • Fast Resolution Time: Over half of all customer cases are resolved in less than a day, even during seasonal volume spikes.
  • Decreased First Reply Time: Average First Reply Time has dropped by 93%, with many customers receiving answers in seconds.
  • Help During Peak: 78% of all incoming messages were accurately resolved during peak

Why DigitalGenius?

With their inbox overflowing, On needed assistance to help their customers get the answers they needed. While an automated response might reassure customers that help was on the way, it really only delayed the problem. What On (and their customers) needed were resolutions.

 

Rather than implementing a simple chatbot, On turned to DigitalGenius. Because DigitalGenius is integrated with their backend systems, it can take action and guide a customer from inquiry to resolution without the need for any human intervention.

 

Verena, Head of Customer Experience at On, says that the ability to automate resolutions and not just responses has been critical to their success. “Our expectations of what was possible with AI was not only met, but exceeded. DigitalGenius has given us back control over our inbox – reducing our customer wait time by 93%. Customers are satisfied and our happiness delivery agents are more engaged and happier than ever.

What the Client Said

Our expectations of what was possible with AI were not only met, but exceeded. DigitalGenius has given us back control over our inbox – reducing our customer wait time by 93%. Customers are satisfied and our happiness delivery agents are more engaged and happier than ever.

Verena, Head of Customer Experience

Conclusion

Most e-commerce companies can relate to On’s experience, of struggling to deliver a great experience to customers at scale. Whether you’re growing quickly or struggling to manage seasonal spikes in volume, first reply times can slip, agents can become tired of repetitive questions and customer satisfaction can fall.

 

Conversation automation can deliver resolutions that help delight your customers and give your team back control. With DigitalGenius, On’s customer service team is able to meet and exceed the expectations of their growing customer base, resulting in even more enthusiastically loyal fans.

 

Request a free DigitalGenius demo today to learn how we can help your team deliver delight at scale.