Making impressive strides with digital

Timberland has taken digital experience to another level with the Genesys DX™ solution. Now, a specialized team fields chats, emails and texts — handling 33% more inquiries than phone agents. Genesys proactive chat with customized support also contributed to a 47% increase in sales and a 90% customer satisfaction (CSAT) rating.

47% increase

in conversions due to enhanced support

90% average

chat CSAT score

73% increase

in chat volume after implementing proactive chat

33% more inquiries handled

by chat team than phone reps

We didn’t have live chat at all, so it was a whole new solution for Timberland. Our sister company, The North Face, has had great success with Genesys DX, so we were already familiar with its benefits. We considered other live chat solutions, but there was just no comparison.

Mike Blaine

Senior Director of Customer Service

Timberland

Challenge

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.

Solution

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.

Results

After implementing Genesys DX, Timberland has experienced significant benefits:

  • Since staffing a dedicated chat team, its conversion rate has increased 47%, as agents can provide more detailed and customized support.
  • CSAT score averages 90% — 18% higher than the industry average for apparel companies, and 13% higher than the industry average for internet retailers.
  • After implementing proactive chat, its total chat volume has increased 73%.
    Its specialized chat team now handles 33% more inquiries than its phone agents.

At a glance

Customer: Timberland

Industry: Retail

Location: United States

Challenges

  • Introduce a configurable, intuitive chat solution
  • Deliver quality customer interactions
  • Boost agent productivity

Product

Genesys DX

Capabilities

Chat

Email

Genesys ChatLive Assistance
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Genesys ChatLive Assistance