“We wanted to feel confident that it would be a good relationship—and that’s the feeling we got with Kindly." - Andreas Carslöv, Customer Service Manager at RevolutionRace.

Founded in 2014, RevolutionRace set out to revolutionize the outdoor industry by offering vibrant, high-quality clothing at an affordable price. With over a million sold outdoor pants, RevolutionRace is today a market leader within the outdoor industry.

Faced a high volume of repetitive inquiries

RevolutionRace was dealing with a high volume of repetitive questions about orders, returns and deliveries. Operating in over 30 countries, they acknowledged the need for multilingual support and 24/7 availability.

Andreas Carslöv, Customer Service Manager at RevolutionRace, explains how this led them to start researching for an AI-chatbot: 

“Around 40% were repetitive and simple questions that shouldn’t take time from the complex ones. Being able to automate the customer service and offer support 24/7 in the right language became a priority.” ‍

Andreas explains that while RevolutionRace had some language capabilities through multilingual customer support agents, managing this became challenging during peak periods.‍

“Agents who didn't speak the particular language had to jump in and respond in English. That shouldn’t be the case, agents should be able to focus on their own tasks and we should be able to give support in the right language.” ‍

Being in a growth phase, RevolutionRace wanted to grow without having to hire additional support agents. Instead, he aimed to gradually automate inquiries to manage the increasing workload efficiently. 

Beyond handling typical e-commerce questions, RevolutionRace also realised that they wanted to be able to answer product related questions, making use of the many different guides on their website.

Ease of use, integrations and strong partnership were key 

As RevolutionRace explored different chatbot solutions, they identified key metrics that were most important to their decision-making process.

“Having a simple interface that is easy to manage was important. We also wanted the potential of further integrations since we knew from the start that we wanted to build something more advanced. And of course language capabilities given our presence in many different markets”, Andreas explains. 

With ease of use, possibilities of integrations and language being top priorities, RevolutionRace chose Kindly. 

Andreas also emphasizes the importance of a strong partnership:

High automation, market expansion and integrations 

The chatbot was initially launched only on the customer support page, but is now live on the entire RevolutionRace website, leading to increased usage by customers and visitors.

Today the chatbot is live in multiple markets, reaching an automation rate of 68% with a fallback of 8%.

Following a smooth implementation process, RevolutionRace began integrating additional features fairly early on in the project, aiming to make full use of their various guides on their website. 

“We wanted the chatbot to answer product specific questions since we have a lot of useful guides. For example, if the customer asks how to choose the right rain jacket, the bot guides the user to our water resistance guide.”

Through an integration to their order tracking system, customers can also receive updates on their package's status even before it has been shipped. This goes beyond simply tracking a shipped order – customers are notified if their order is being packed or is ready for dispatch. 

Andreas describes that they have seen a clear improvement in their email response time since implementing the chatbot, a channel they aimed to improve. With the chatbot handling repetitive questions, support agents can now respond to emails much quicker. 

“At our peak periods, emails could have a 48 hour response time, now it's under 12 hours which is a huge improvement. It's more calm overall during busy seasons now”. 

The ability to answer emails faster is directly correlated to an increased customer satisfaction. Andreas also mentions that it's great to see the customer satisfaction continuing to increase as the bot gets better and better. 

RevolutionRace have also been able to enter new markets without growing their customer support team. And with the natural flow of agents transitioning into new roles, Andreas hasn't needed to do any replacement hires. 

The chatbot has received positive feedback from the support agents at RevolutionRace. Andreas describes how the majority of the team is involved in the chatbot, making it a part of the natural workflow:

“Our support agents have shown a big interest in the chatbot! The livechat has contributed to a bigger variation in their daily work and they think it's fun to work in the chatbot.” 

The Internal Chatbot of RevolutionRace

In addition to their external chatbot, RevolutionRace has developed an internal chatbot, acting as a knowledge base for support agents and helping new agents during onboarding. When agents encountered a question they may not have handled before, they had to search through endless files and ask colleagues, making it a time-consuming and inefficient process. Now they can simply turn to the chatbot for instant answers. 

“Instead of an agent searching through loads of PDFs and documents, they can just ask the chatbot and get the answer immediately. This makes the team very self-sufficient and sets everyone up for success, no matter what experience they have from before.” Andreas explains. 

By implementing both external and internal AI chatbots, RevolutionRace has improved efficiency, reduced response times, and enhanced customer satisfaction leading to optimized operations and ability to drive business growth.