Case Study: Boardriders resolves 50% of customer cases automatically with DigitalGenius

Boardriders resolves 50% of customer cases automatically with DigitalGenius

Boardriders, a global retailer of surf and skate apparel, faced a significant challenge when the COVID-19 pandemic forced store closures and led to a massive surge in online customer inquiries. They needed a multichannel solution to handle this influx, particularly for common questions, to free up their live agents for more complex cases. They partnered with the vendor DigitalGenius to implement an AI-powered customer service automation solution.

DigitalGenius rapidly integrated with Boardriders' existing Zendesk and Salesforce Commerce Cloud systems in just one week. The solution provided automated, multilingual support across numerous channels. This implementation allowed Boardriders to automatically resolve 50% of all customer cases, achieving a 75% reduction in average resolution time and a 99% reduction in first reply time, which proved critical for managing subsequent demand peaks like those caused by Brexit.

Boardriders