Globetrotter: New Horizon in Customer Service with AI technology

As an e-commerce retailer, Globetrotter uses the latest scientific technologies to positively change the service in the online shop.

Overview

Industries: Ecommerce

Customer since: May 2016

Aerea: Germany

Employee: 1300

Summary: The Globetrotter Ausrüstungs GmbH based in Hamburg. With eleven German locations is Globetrotter one of the largest outdoor distributions in europe.

OMQ Contact in use

„Go hand in hand with the customers and create the best customer experience“ is one goal of Globetrotter Ausrüstungs GmbH in Germany. Globetrotter does stationary trading as well as ecommerce in the field of outdoor and travel equipment. Besides the products in the experience shops you can also try climbing walls, rain and wind changer. As an omni-channel shop Globetrotter will deliver the best customer experience also online. Last year globetrotter has launched the new online shop. Not only the design changed but also the shop has now a lot of great new services.

The online shop, especially the customer service page, uses the newest technology tool from OMQ . OMQ Contact is already in use. In the next steps OMQ Help will be integrated in the online shop.

Realisation

Since May 2016 Globetrotter successfully integrated the OMQ self service. Because of the short 4-step integration guide, the OMQ Contact has been quickly and easily implemented on the Globetrotter website. The JavaScript file reloads dynamically.

image of contact form Globetrotter

Used products:

OMQ Contact

OMQ Help

OMQ Assist

Globetrotter creates positiv customer experience

The contact form answers customer requests automatically in real time. The intelligent database provides the relevant information and creates unified customer communications. Because of the reduced request volume, their is, at the same time, less manual work for the agents in the support department.

Globetrotter inspires their customers with the new structure of the contact page and using good service technology. As a result the customer experience has increased in the whole online shop. Positive experiences are triggered by the 24/7 support, where the customer does not expect it.

Since we use the OMQ self service on our website, more than 50 % of our customer requests are answered automatically. The integration was completed within one day and the system immediately solved requests.

Globetrotter - Omied Sadegie
Head of Customer Service

Free trial version

With only little effort you can reduce your service volume by half.

  • 14-day trial

  • Simple setup

  • Can be cancelled at any time