SmartAgent Customer: JD Sports

From Amazon Connect migration, to automated voice and chat with BeckyBot, and dynamic Messenger sales bots.

activate assist automate
smartagent

About JD sports

JD is a global sports-fashion retail company based in Greater Manchester, England operating numerous famous brands via stores and online, across the world.

Founded in 1981, trading from a single shop in Bury, Greater Manchester the company has grown to become a dominant force in global sports-fashion retailing and is listed on the London Stock Exchange with a market cap of over £5.8bn. JD and its brands are firmly established across the world as a market-leader in multichannel sports-fashion retailing and innovation.

smartagent

Opportunities & challenges

As a recognised global leader in the sports-fashion retail market, operating both online and bricks-and-mortar stores JD sells over 10 million pairs of trainers every year, with 400+ global contact centre agents supporting thousands of customer contact points per day, across multiple channels.

A constant innovator in the retail and eCommerce space JD recognised the opportunity to drive improved efficiency across its contact centre, aiming to improve agent engagement and happiness, whilst constantly improving customer experience and reducing contact-related operating costs.

How we've helped so far...

Amazon Connect migration

We assisted JD in the seamless migration and activation of its contact centre from a legacy system to a best-practice Amazon Connect cloud solution.

Amazon Connect migration

Agent Assist App

We deployed our Assist app across all JD brands and agents, tightly integrating JD's back-end CRM, eCommerce & ticketing systems, including Metapack and Zendesk to provide a single view of all channels and instant customer/order information for agents.

Agent Assist App

BeckyBot

Becky is JD's interactive smart bot operating across both voice and live chat channels, regularly deflecting up to 30% of inbound contact for high volume, low value enquiries such as " where is my order" and "how do I return an item ".

BeckyBot

JD Gift-finder Messenger bot

We developed and deployed a bespoke bot for Facebook Messenger that uses conversational UI and artificial intelligence to help users find a gift, based on their budget and requirements. The bot integrates with JD's back-end systems and surfaces available products, allowing customers to find a suitable item quickly with fast checkout.

JD Gift-finder Messenger bot

In-store paperless collection

We developed and deployed a bespoke iPad application which allows JD customers to collect ordered items in-store much faster, saving customers and store staff up to 5 minutes per collection.

In-store paperless collection

In-store customer service chat

We developed and deployed a bespoke version of our Assist app for JD in-store, allowing shop staff to contact Becky-bot, or a service agent instantly, on behalf of a customer.

In-store customer service chat

Results

Snapshot of BeckyBot's chat & voice performance during December 2018.

step.title

250k+

Contacts started

76%

Assisted

24%

Deflected

Summary

  • Average Handle Time (AHT) reduced by over 40%
  • Overall contact to agents decreased by 24%
  • SmartAgent involved in almost 80% of contact
  • Substantial cost savings realised

Ready to reimagine your contact centre?

We help to supercharge customer satisfaction, transform agent happiness and reduce your operating costs.

smartagent

Contact us

We’re specialists in delivering cloud contact centre solutions. We’d love to help you reimagine your contact centre.

smartagent

Request a demo

We’re specialists in delivering cloud contact centre solutions. We’d love to help you reimagine your contact centre.

smartagent