Scribd
Upload
177 views5 pages

Adidas Case Study

Adidas was facing increasing customer service call volumes and sought to expand their service channels. They implemented INSIDE's live chat capabilities on their online stores to engage customers more quickly and provide real-time assistance. This improved customer satisfaction scores compared to email support and decreased friction. When Adidas proactively chat with customers, they see higher conversion rates and average cart values due to personalized recommendations. Adidas representatives noted that chat provides a more comfortable customer experience than phone or email support.

Uploaded by

ToSeeTobeSeen
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
177 views5 pages

Adidas Case Study

Adidas was facing increasing customer service call volumes and sought to expand their service channels. They implemented INSIDE's live chat capabilities on their online stores to engage customers more quickly and provide real-time assistance. This improved customer satisfaction scores compared to email support and decreased friction. When Adidas proactively chat with customers, they see higher conversion rates and average cart values due to personalized recommendations. Adidas representatives noted that chat provides a more comfortable customer experience than phone or email support.

Uploaded by

ToSeeTobeSeen
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
You are on page 1/ 5

Success Story

Adidas expands
customer service
channels by
bringing INSIDE to
their online stores
Success Story Adidas expands customer service channels by bringing INSIDE to their online stores

Challenge

Expand Availability and Accessibility for


Customers

Adidas and Reebok saw an influx of


customers contacting them for assistance via
phone calls. As their website traffic and
customer service calls increased, they were
faced with the choice to increase their
headcount to handle calls, or to adapt a
solution that could help their current
workforce deflect and handle more customer
service issues concurrently.

Editorial credit: / Shutterstock.com

powerfront.com 2
Success Story Adidas expands customer service channels by bringing INSIDE to their online stores

Objectives
Adidas was seeking tools to help them
expand their customer service channels, as
their call rate was only increasing. They opted
for INSIDE as they saw the potential not only
to engage with customers seeking assistance,
but as a tool to sell.

★ Improve response and resolution


rates

★ Decrease customer friction; deliver


real-time updates that will increase
customer satisfaction, rather than
drawn out interactions which can
take hours, days or weeks, while
customer frustration mounts

★ Proactively engage with active


customers to convert

powerfront.com 3
Success Story Adidas expands customer service channels by bringing INSIDE to their online stores

Results

★ Higher Conversion due to


personalized proactive chats based
on the context of the visitor

★ Higher Average Cart Value due to


INSIDE’s unique product
recommendation tool

★ Higher Customer Satisfaction Scores


with more personalized service and
faster resolution times

“Our customer satisfaction score for chat is a lot higher than what we have for call and emails resolutions. That's due to the fact
that we can provide and update the customer in real time as opposed to email where it can take days and even up to a week. Chat
gives a bit more comfort to the customer when there's a live response, even more than a call where they get put on hold, etc.”

powerfront.com 4
Success Story Adidas expands customer service channels by bringing INSIDE to their online stores

"When we do run proactive chats, we definitely see a higher


conversion, a higher average bag, for the promotions that we do run.

The process is definitely positive. Every time we've created a proactive


event, we have seen positive results.”
ADIDAS

powerfront.com 5

You might also like