Liberty London (Premium Department Store)
Overview
Liberty London, an iconic luxury brand for over 150 years, needed to modernize operations as online sales rose to nearly 50 percent of total sales. The retailer transitioned from a manual switchboard and shared email inbox to a unified omnichannel platform using Zendesk.
Key Results & Metrics
73% Drop in first response time: Drastic reduction in the time customers wait for an initial reply.
11% Decrease in resolution time: Faster end-to-end ticket closing.
90% Positive customer feedback: A 9% year-on-year increase in CSAT.
$21,461 Savings in self-service: Totaled within the first few months of help center optimization.
Strategic Implementation
Liberty utilizes Intelligent Triage to automatically:
Classify and route incoming tickets to the right agents.
Identify and label customer intent, sentiment, and language.
Manage voice calls through Zendesk Talk, allowing data to be captured in the same system as emails and chats.
"I see AI enhancing that personal service because now our customers will be interacting with a human who's being put in front of them at the right time with the right information." — Ian Hunt, Director of Customer Service at Liberty London.