Background:

Since its inception in 2019, July has set the benchmark in high-end luggage retail, combining sleek design with unmatched functionality. As travel resumed post-Covid, July's growth skyrocketed, expanding its footprint from Australia to the US and UK markets.

The Challenge:

July was inundated with repetitive customer inquiries, detracting from more urgent and complex support needs. The high volume of basic questions led to slower resolution times and strained resources, especially during peak seasons.

Quimple's Custom AI Solution:

July partnered with Quimple to develop an AI-driven solution that could autonomously handle repetitive customer queries, allowing the customer experience (CX) team to concentrate on more intricate issues.

• Automated Customer Interactions: Quimple's AI provided instant responses to common questions, efficiently guiding customers through product selection and the post-purchase journey.

• Ticket Deflection: Over 30% of customer inquiries were resolved through automation, significantly reducing the CX team's workload.

• Personalized Shopping Assistance: Quimple's AI offered tailored product recommendations and navigated customers to helpful content, elevating the shopping experience.

Impactful Outcomes:

The implementation of Quimple's AI solutions led to remarkable improvements:

• Increased Focus on Complex Inquiries: By automating routine questions, July's CX team could dedicate more attention to providing personalized support for unique customer situations.

• Enhanced Customer Satisfaction: With a CSAT score of 4.85/5, the positive impact of Quimple's AI on the customer experience was evident.

• Operational Efficiency: The AI solution effectively did the work of three additional agents, offering significant cost savings and streamlining July's customer service operations.

Quimple's Role in July's Success:

Quimple's AI solutions transformed July's approach to customer service, enabling the brand to maintain its commitment to excellence while managing rapid growth. Alex Naoumidis, Head of Operations and CX at July, highlighted the value of Quimple's AI in optimizing customer interactions and improving resolution times. With Quimple, July not only improved its operational efficiency but also reinforced its reputation for superior customer care in the competitive travel accessories market.

By leveraging Quimple's AI for routine inquiries, July could focus on enriching the customer journey with personalized, high-impact interactions. This strategic approach allowed July to navigate the challenges of scaling customer service, demonstrating the power of AI in enhancing both efficiency and customer satisfaction in the e-commerce space.