Customer story | Globetrotter Ausrüstung GmbH

With Zendesk, Globetrotter was able to reduce the response time by 50% in only 3 months.

By introducing Zendesk, the desired transparency was achieved across all communication channels and the existing chatbot and survey tools could be seamlessly integrated. Inquiries via web forms, emails, chatbots and live chat are automatically assigned to the responsible agents and processed centrally. As a result, the manual effort for the agents could be significantly reduced and the response times within the first 3 months after go-live could be reduced from over 8 hours to approximately 4 hours.

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Company: Globetrotter Ausrüstung GmbH
Focus: Outdoor and travel equipment
Industry: Retail / E-commerce
Employees: 1,100 (at the time of the project)
Location: Hamburg, Germany
Project duration: 3 months
Project start: January 2021
Website: globetrotter.de

30Customer service employees

19Stores

50%shorter first response time

Customer service at Globetrotter

Globetrotter Ausrüstung GmbH, based in Hamburg, sells high-quality products in the field of outdoor and travel equipment and has grown into one of the largest European outdoor retailers. The previous customer service solution no longer met the requirements of modern omnichannel support. The goal was to find a solution that can be used globally in the parent company and that transparently maps and centralizes all communication channels. Another important point was the ability to integrate existing solutions such as survey tools and chatbots. With Zendesk Guide, Globetrotter now has a modern self-service solution that provides customers with the right information at the right time. By evaluating self-service activities, Globetrotter recognizes which information is helpful for customers, can continuously optimize it and close identified gaps with new articles.

Initial situation

An omnichannel customer service solution was needed.
The solution also needed to be usable globally by the parent company, the Fenix Group.
The new customer service solution had to be compatible with existing tools.
The existing help center was no longer up to date and was difficult to maintain due to its age.
High volume of customer inquiries during the pandemic.
Goal: less manual work for the customer service team.

Project steps

Zendesk QuickStart: introduction and basic configuration of the Zendesk platform.
Structure and design of several help centers (multibrand).
Configuration of the chat channel:
- Automatic routing of chats depending on the online status of the departments.
- Optimization of contextual help in the web widget through adapted scripts.
Email migration from the legacy system.
Support with the integration of the chatbot and NPS survey.

Results

Processes / efficiency

Improved transparency by centralizing the email, chat and self-service channels.
Reduction of manual work for support agents through automatic assignment and sorting of email and form requests.
First Reply Time (time to first response) was halved from over 8 hours to about 4 hours within the first 3 months.

Self-service / help center

Existing FAQs could be integrated and expanded.
With the Zendesk widget, contextual content can be made available to customers in the web store and customers can be further supported along their customer journey.
The integrated reporting solution shows which content is relevant for customers and which content is missing. In this way, the self-service area can be continuously adapted to customer needs.

Integration of third-party solutions

Seamless chatbot integration allows customers to be transferred to live chat if required. Alternatively, customer requests are sent to Zendesk using appropriate forms and assigned directly to the responsible support agents.
For the Net Promoter Score survey, a ticket is automatically created and processed in Zendesk in case of negative ratings. This supports the continuous improvement process and increases transparency.

Customer feedback

“Working with Leafworks was very pleasant and professional. The switch to a new support system was a big step for us. Leafworks understood our needs very well, clearly communicated opportunities and obstacles and gave us excellent advice in the transformation process. We also liked the speed at which the project was implemented and that Leafworks was available at all times.”

Omied Sadegie | Head of Customer Service | Globetrotter Ausrüstung GmbH