How Globetrotter successfully increased its self-service rate in times of high demand
Customer Company Size
Large Corporate
Region
- Europe
Country
- Germany
Product
- Globe-Botter Chatbot
- Solvemate’s platform
- parcelLab integration
Tech Stack
- Chatbot Technology
- Automation
- Digital Support Strategy
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Productivity Improvements
- Customer Satisfaction
Technology Category
- Application Infrastructure & Middleware - API Integration & Management
Applicable Industries
- Retail
Applicable Functions
- Sales & Marketing
Services
- Software Design & Engineering Services
- System Integration
About The Customer
Globetrotter is one of the biggest retail companies in Europe, specializing in outdoor clothing and equipment. The company was founded in 1979 and has been part of Fenix Outdoor International AG since 2015, which includes the Fjällräven brand. Globetrotter operates 16 branch offices in Germany and employs over 1,100 people, including 26 customer service agents. The company offers its products both in-store and online. Globetrotter is committed to providing its customers with a great experience, including customer service. The company has a two-fold business model, providing their product range on site and on the web, which made the switch easy for their customers during the Covid-19 pandemic.
The Challenge
Globetrotter, a leading outdoor retailer in Europe, was facing challenges with its service department. The department was operating at maximum capacity and was not equipped to scale. The company was struggling to automate and digitize the service department to meet customer expectations of 24/7 support. The situation was exacerbated by the Covid-19 pandemic, which led to a shift from in-store to online shopping, resulting in an increased demand for support. Prior to implementing a solution, the service department was overwhelmed with the number of requests coming in via phone and email. They were also struggling to set up the right tools and structure to support the team in their daily work.
The Solution
Globetrotter implemented a chatbot named Globe-Botter to help manage the increased demand for customer service. The chatbot was developed using Solvemate’s easy-to-set-up platform, which allowed Globetrotter to quickly digitize its support strategy and automate it. The chatbot offers over 100 solutions to the most common customer requests, including online orders, buying advice, returns, customer account, as well as tracking and tracing. Tracking a shipment is simplified by Solvemate’s integration with parcelLab, which developed a routine for Globetrotter customers to inform them about every step of their order journey. The chatbot has been widely accepted and used by the customers right from the start, displaying around 6,000 solutions in the first month after its implementation.
Operational Impact
Quantitative Benefit
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