Case Study: Globetrotter achieves 66% self-service rate and 27% fewer tickets with Solvemate

How Globetrotter successfully increased its self-service rate in times of high demand

Globetrotter, a leading European outdoor retailer, faced a sudden surge in online support demand as customers shifted from in-store to online shopping during COVID-19. Their service team was at capacity and needed a scalable, 24/7 solution, so they deployed Globe-Botter using Solvemate’s easy-to-set-up chatbot platform to digitise and automate customer service.

Solvemate’s chatbot now offers over 100 instant solutions (orders, returns, buying advice, tracking via parcelLab, store appointment booking) and is continuously refined with user feedback. The bot displayed ~6,000 solutions in its first full month and averages ~7,000 per month (peaking at 8,600), driving a 66% self-service rate, 38-second time to solution and a 27% reduction in ticket volume—freeing agents to handle complex queries.

Globetrotter

Tiemo Zepernick

Team Lead Customer Care