Volcom® Resolves

27% of their ticket volume with DigitalGenius Automation within 4 weeks.

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


Average Overall Response Time Reduced By
0 %
Average Overall Full Resolution Time Reduced by
0 %
Cases Resolved With No Agent Involvement
0 %

Volcom Mission

Volcom was founded in 1991 and creates products for the persistent who are true to their passions. Volcom designs, markets, and distributes boardsports-oriented products



Volcom saw a huge growth in e-commerce sales through the COVID crisis and this resulted in a big influx of customer service requests. Volcom were not in a place to hire more agents so were looking for ways to intelligently automate some of this volume.


In addition Volcom are supporting customers across the globe, with contact centres in America, Asia and Europe. It was critical for Volcom to find a solution which could support multiple languages including Japanese and multiple integrations with carriers around the world.


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


Ultimately, Volcom wanted to offer a high quality of service to their customers without needing to grow their team.
DigitalGenius uses it’s AI model to identify cases related to Order Status, Returns, Exchanges, Edit Order, Cancel Order, Missing Item, and Warranty requests incorporating Volcom’s business logic within the DigitalGenius process builder. This includes using DigitalGenius pre-built integrations with Shopify and various international carriers around the world. Through the first few weeks of the project the Volcom US team built standardised processes for each use case which could then be customized for each of the other local markets. This is easily done using the DigitalGenius process builder user interface.


Automated Responses


of all incoming inquiries were accurately resolved without human intervention.

Fast Resolution Time


as dropped across all tickets .

Decreased Reply Time


with many customers receiving answers in seconds.

What Our Customers Say


Request A Demo

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.