{"id":44642,"date":"2024-03-13T18:48:57","date_gmt":"2024-03-13T18:48:57","guid":{"rendered":"https:\/\/www.customerservicemanager.com\/?p=44642"},"modified":"2024-03-13T18:49:45","modified_gmt":"2024-03-13T18:49:45","slug":"sweaty-betty-smashes-customer-experience-goals-with-sabio-group","status":"publish","type":"post","link":"https:\/\/www.customerservicemanager.com\/sweaty-betty-smashes-customer-experience-goals-with-sabio-group\/","title":{"rendered":"Sweaty Betty Smashes Customer Experience Goals with Sabio Group"},"content":{"rendered":"\"Sweaty\n

Activewear brand, Sweaty Betty, has achieved transformational success by partnering with customer experience (CX) experts Sabio Group to overhaul its customer service experience.<\/strong><\/p>\n

Implementing Sabio’s proprietary Salesforce Service Cloud Accelerator and Salesforce Service Cloud, Sweaty Betty realised game-changing operational efficiencies and customer satisfaction levels that exceeded all expectations.<\/p>\n

In a recently published case study<\/a>, and with Sabio’s help, Sweaty Betty launched an integrated omni-channel customer relationship management (CRM) platform that provided agents with 360-degree customer views leading to a 66% decrease in first response times. In addition, the integration of chatbots enabled 35% of support traffic to be swiftly managed through self-service, far beyond Sweaty Betty’s initial 10% target.<\/p>\n

Overall, the enhancements empowered customers to engage with the brand on their channel of choice – whether self-service, email, web or chat.<\/p>\n

Beyond the quantifiable metrics, the project also delivered a vastly improved experience for Sweaty Betty’s customer service agents. With streamlined workflows and access to enhanced customer insights, agents could focus on delivering personalised, high-value interactions.<\/p>\n

As a result of its work with Sabio, Sweaty Betty has realised tangible cost savings from day one while establishing foundations to evolve its Customer Care into a revenue-generating function.<\/p>\n\"Sweaty\n

Fiona Lind, Digital Project Manager at Sweaty Betty, explained the transformational impact. She said: “We had to create an agile, integrated solution and Sabio’s Service Cloud Accelerator was the missing puzzle piece.<\/p>\n

“The live chat wasn’t an afterthought. It was a strategic move to offer real-time solutions to customers and a building block to future-proof our service offering.<\/p>\n

“What we achieved was beyond the MVP; it was as if we put the car into overdrive. We got more than what we bargained for – real cost savings from day one.<\/p>\n

“And more importantly, we have set the stage for Customer Care to deliver outstanding experiences, in line with our brand values.”<\/p>\n

The successful initiative comes at an exciting inflection point for Sweaty Betty. After being acquired by Wolverine Worldwide in 2021, the digital-first brand has cemented its position as a leader in women’s activewear.<\/p>\n

Its partnership with Sabio Group further demonstrates its commitment to continuous innovation, exceptional customer experiences and empowering women globally.<\/p>\n

You can read the full case study here<\/a>.<\/p>\n

About Sabio<\/strong><\/p>\n

\"Sabio\"Sabio Group<\/a>\u00a0is a global digital customer experience (CX) transformation specialist with major operations in the UK (England and Scotland), Spain, France, Netherlands, Malaysia, Singapore, South Africa and India.<\/p>\n

The Group, which includes \u2018makepositive\u2019, delivers solutions and services that seamlessly combine digital and human interactions to support exceptional customer experiences.<\/p>\n

Through its own technology, and that of world-class technology leaders such as Avaya, Genesys, Verint, Twilio, Google, Amazon and Salesforce, Sabio helps organisations optimise their customer journeys by making better decisions across their multiple contact channels.<\/p>\n

The Group works with major brands worldwide, including Aegon, AXA Assistance, Bankia, BBVA, BGL, Caixabank, DHL, loveholidays, Marks & Spencer, Rentokil, Essent, GovTech, HomeServe, Sainsbury\u2019s Argos, Telef\u00f3nica, Think Money and Transcom Worldwide.<\/p>\n","protected":false},"excerpt":{"rendered":"

Activewear brand, Sweaty Betty, has achieved transformational success by partnering with customer experience (CX) experts Sabio Group to overhaul its customer service experience..<\/p>\n","protected":false},"author":108,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":[],"categories":[4],"tags":[],"_links":{"self":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts\/44642"}],"collection":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/users\/108"}],"replies":[{"embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/comments?post=44642"}],"version-history":[{"count":8,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts\/44642\/revisions"}],"predecessor-version":[{"id":44653,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts\/44642\/revisions\/44653"}],"wp:attachment":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/media?parent=44642"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/categories?post=44642"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/tags?post=44642"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}