Case Study: Packlink achieves 30% automated resolution and 50% faster response times with DigitalGenius

Packlink - Customer Case Study

Packlink, an online shipping service that helps individuals and eCommerce merchants book parcel deliveries, faced a 70% surge in contact center volume that left response times slipping—sometimes to as long as a week—while handling large volumes of order, refund and cancellation queries across multiple languages. To avoid growing headcount while maintaining quality, Packlink turned to DigitalGenius and its e-commerce offering to help automate routine customer interactions.

DigitalGenius integrated its e-commerce solution with Zendesk and Packlink’s backend systems in a matter of weeks, using its AI model and process builder (with pre-built integrations for Hermes, UPS and other couriers) to identify and resolve cancellation and refund cases automatically. The result: 30% of inquiries resolved with no agent involvement, a 50% reduction in average first reply time, over half of cases closed in less than a day during peak periods, and a 2.5x improvement in agent productivity.

Packlink

Antonio Naddeo

Director Customer Support