Packlink mission is to make shipping simple and
transparent for people and businesses throughout
the world! Packlink is an online shipping service offering
individuals and eCommerce merchants a fast and easy
way of booking parcel deliveries with the world’s top
Over the last two years, Packlink’s contact center volumes increased by 70%.
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.
A large majority of this volume is related to orders, refunds and cancellations.
Packlink also has to support a multitude of languages, which provides an additional challenge
to offering quality support for every customer
Ultimately, Packlink wanted to offer a high quality of service to their customers without needing
to grow their team
Packlink deployed DigitalGenius’ e-commerce offering in a matter of weeks. They’ve integrated the platform with Zendesk 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 cancellation and refunds incorporating Packlinks business logic within the DigitalGenius process builder. This includes using DigitalGenius pre-built integrations with Hermes, UPS and various other couriers around the world.
of all incoming inquiries were accurately resolved without
Decreased First Reply Time
Average First Reply Time has dropped by 50%, 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.
Increased Agent Capacity
Packlink is now solving 2.5x more tickets per month with the same number of agents.
What Our Customers Say
“DigitalGenius has transformed our operations and it has been critical during this
unprecedented time.Our agents can now focus on more complex issues as
cancellations requests are now being successfully automated."
Antonio NaddeoDirector Customer Support at Packlink
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.