Named after its iconic yellow boot, Timberland outfits customers with lifestyle and professional footwear, apparel and accessories. In 2015, it launched a new website, complete with live chat functionality, and brought its customer service back in house after years of outsourcing. Because it was introducing live chat for the first time, Timberland needed a solution that was easy to implement and quick to learn — one that would accommodate the brand’s growing popularity while reflecting its heritage of quality.
As part of VF Corporation, a global leader in lifestyle brands, Timberland had behind-the-scenes access to how Genesys DX worked for its sister company, The North Face. By choosing the same solution, Timberland launched its new website with live chat configured the way it wanted — with layered chat, multiple chat buttons and fully branded chat windows. It initially trained 24 customer service agents on Genesys DX, then chose four to be on a specialized team that fields chats, emails and texts. These four highly trained agents can handle an average of three customers at a time, boosting resolution rates and productivity.