Case Study: Quiksilver achieves 65%+ ticket automation in two weeks with DigitalGenius

Quiksilver resolves 65% of all tickets within two weeks of launching DigitalGenius

Quiksilver, the surf‑inspired apparel brand, faced a surge in online orders and customer inquiries when COVID‑19 closed stores, creating large backlogs, shipping delays, multilingual/timezone support challenges, and fragmented data across carriers and e‑commerce platforms. To tackle this, Quiksilver engaged DigitalGenius and its e‑commerce offering, leveraging integrations such as DPD and Salesforce Commerce Cloud to address order‑related issues without adding headcount.

DigitalGenius delivered a week‑long deployment integrated with Zendesk and Salesforce Commerce Cloud, using its AI model and process builder plus pre‑built carrier integrations to auto‑identify and resolve Order Status, Returns and Order Modifications in English, French, German and Dutch. The rollout automated more than 65% of tickets within two weeks, cut average resolution time by about 75%, achieved roughly an 80% full resolution rate for automated tickets (with ~68% of incoming inquiries resolved without human intervention), and will be expanded to chat, social channels and other Boardriders brands.

Quiksilver

Eleanor Galtié

Head of Customer Service