Case Study: Boardriders achieves 50% automated customer service resolution with DigitalGenius

Boardriders automates half of customer service cases with DigitalGenius

Boardriders, the owner of Quiksilver, Roxy, and DC Shoes, faced a surge in customer service demand when COVID-19 closed stores and drove more shoppers online. With delayed shipments and a growing backlog of questions, the company needed a multichannel way to handle common tickets quickly and free up agents for more complex issues. DigitalGenius provided the AI agent platform used to support this effort.

DigitalGenius was implemented in just one week, integrating with Zendesk and Salesforce Commerce Cloud to automate responses across English, French, German, Dutch, Spanish, and Italian. As a result, Boardriders resolved 50% of cases automatically, cut average resolution time by 75%, and reduced first reply time by 99%, while staying on top of demand spikes during events like Brexit-related delivery delays.

Boardriders

Eleanor Gatte

Head of Customer Service