Case Study: Decathlon improves customer service efficiency with Cleverly

Decathlon improves team efficiency 3x delivering customer happiness during peak season with Cleverly

Decathlon, the global sports goods retailer, needed a way to keep customer service high during major demand spikes on its Portuguese e-commerce operation. Using Freshdesk, the team faced surges of more than 100% during peak seasons and even a 6x increase in requests during the COVID period, making it difficult to maintain fast, consistent support with the existing team. Cleverly helped Decathlon handle these pressures more effectively.

Cleverly implemented intelligent triage to automatically classify and prioritize incoming requests, improve backlog visibility, and automate replies to common questions, while also helping generate knowledge base content and reply templates. In just one month, Decathlon automated 24.3% of requests and reduced first reply time by 29.3%, enabling the team to handle 6x more requests while only doubling headcount and delivering a faster, better customer experience.

Decathlon

Débora Rafael

Country Head Customer Service