Retail · Footwear & SportsAI in Vulcabras’s omnichannel service
Group brands on a single Zendesk Suite instance, integrating Help Center, WhatsApp, ChatBot and Copilot.
- +53,5%
- CSAT for the year: from 44.9% to 68.98%, a gain sustained for months
- 86,7%
- FCR, held steady even with the automation jump
- -37%
- In ticket resolution time with agent use of AI
- 52%
- Of conversations resolved by AI, with no human
- Under Armour
- Olympikus
- Mizuno
Help Center, WhatsApp, ChatBot and Copilot integrated on a single Zendesk Suite instance.
Group brands on a single instance
Vulcabras serves Under Armour, Olympikus and Mizuno. BCR.CX unified omnichannel service for these brands on a single Zendesk Suite instance, integrating Help Center, WhatsApp, ChatBot and Copilot.
The solution
The three brands moved onto a single Zendesk Suite instance, with Help Center, WhatsApp, ChatBot and Copilot integrated into the same flow. Automation grew without hurting FCR, and CSAT for the year rose from 44.9% to 68.98%.
Technologies and tools
- Conciex
- Zendesk AI Agent
Why this case matters
The automation jump coexisted with steady FCR and a CSAT gain that has held for months.
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