Case Study: Foot Locker cuts resolution time by 75% with Kaizo

Foot Locker cuts resolution time by 75% with Kaizo

Foot Locker Europe faced a significant challenge when the COVID-19 pandemic caused online shopping volumes to more than double, creating a backlog while their team had to shift to remote work and training. To improve customer experience and manage this increased demand efficiently, they sought a tool to provide deeper performance insights alongside their Zendesk CRM, turning to the vendor Kaizo and its performance management platform.

Kaizo provided the solution by delivering real-time performance visibility to both agents and managers directly within their workflow. This empowered agents to own their performance and allowed managers to give timely, data-driven feedback. By implementing Kaizo, Foot Locker Europe achieved a 75% reduction in resolution time and a 37% improvement in reply time between 2020 and 2021, while also increasing their CSAT score by 13%, dramatically enhancing both efficiency and customer satisfaction.

Foot Locker