Case Study: Decathlon boosts support-driven revenue by 20% with Zowie AI

How Decathlon generated +20% support driven revenue by improving customer service efficiency

Decathlon, the world’s largest sporting goods retailer with stores and ecommerce operations across 56 countries, needed a more flexible customer service setup. Its central support system made it difficult to adapt service locally, connect channels in one platform, and integrate with internal systems while maintaining fast, accurate, high-quality support. Decathlon used Zowie’s AI Agent and AI Inbox to improve omnichannel customer service.

With Zowie, Decathlon improved response times, consistency, and satisfaction while also driving revenue from support interactions. The company reported a 16% increase in customer service efficiency, a 20% year-over-year rise in deflection rates, a 4.6 CSAT score, and up to 1.5-minute response times, while replacing the work of 19 extra agents during peak season. Most notably, Zowie helped Decathlon achieve a 20% boost in support-driven revenue and an 8% increase in conversion from support interactions to purchases.

Decathlon

Wojciech Ćwik

Omnichannel Project Manager