Case Study: Sweaty Betty achieves faster customer resolution with Sabio

How Sweaty Betty Levelled Up Customer Experience With Sabio Group

Sweaty Betty, the women’s activewear brand, needed to streamline its customer service as it scaled globally. Its Help Centre wasn’t meeting customers in their preferred channel, and agents lacked a full customer view, leading to longer case handling times. Sweaty Betty turned to Sabio and its Salesforce Practice, including Service Cloud Accelerator, to build a scalable CRM platform with a more intuitive agent experience and better self-service options.

Sabio implemented Salesforce Service Cloud and Experience Cloud with live chat and a chatbot that routed customers to relevant knowledge articles. The result was a 66% reduction in first resolution time, 35% chat deflection to self-service, improved satisfaction through channel choice, and day-one cost savings. Sabio also helped lay the foundation for Sweaty Betty to evolve customer care into a more proactive, revenue-generating function.

Sweaty Betty

Fiona Lind

Digital Project Manager