Case Study: Adidas boosts conversion and customer satisfaction with Powerfront INSIDE

Adidas expands customer service channels by bringing INSIDE to their online stores

Adidas, in partnership with Powerfront, faced a growing influx of customer service inquiries through phone calls and web traffic. The challenge was to expand availability and accessibility for customers without simply increasing headcount, while also improving response times and reducing customer friction. Powerfront’s INSIDE platform was identified as a way to both support service needs and help drive sales.

Powerfront implemented INSIDE across Adidas’ online stores to enable real-time customer support, proactive engagement, and product recommendations. The result was higher conversion from personalized proactive chats, a higher average cart value, and improved customer satisfaction scores thanks to faster, more conversational resolutions. Adidas also reported that chat delivered stronger satisfaction than phone or email because customers could receive immediate updates instead of waiting hours or days.

Adidas