Case Study: Volcom achieves 27% automated ticket resolution and 60% faster reply times with DigitalGenius

Volcom resolves 27% of their ticket volume with DigitalGenius Automation within 4 weeks.

Volcom, the boardsports-oriented apparel and accessories brand, faced a surge in e-commerce customer requests during COVID and could not scale its support headcount. To handle high volumes across multiple regions and languages (including Japanese) and integrate with global carriers, Volcom engaged DigitalGenius and deployed DigitalGenius’ e-commerce automation to avoid growing their team while maintaining service quality.

DigitalGenius integrated with Zendesk, Shopify and carrier systems and used its AI-driven process builder to automate Order Status, Returns, Exchanges, Cancel/Edit Order, Missing Item and Warranty workflows. Within four weeks DigitalGenius was resolving 27% of incoming tickets with no agent involvement, cutting average reply time by 60% and full resolution time by 20%, freeing agents for complex cases and improving CSAT.

Volcom

Derek Boede

Head of Customer Service