For a company with such a strong brand identity, offering a premium online experience is essential—especially since 30% of all sales come from their e-commerce websites. They strive to provide their customers with service that complements their promise of durable, high-quality clothing. They found that focusing on messaging efficiency was the best approach to improve their online customer service.
With iAdvize’s website live chat tool, they’re able to provide assisted e-commerce (advanced AI-powered automation self-service capabilities mixed with authentic human support). And still, the brand was finding that their customer request volume was overwhelming their customer service reps and they struggled to provide around-the-clock coverage. They faced two main challenges: