Case Study: Hibbett Sports

Zappix Case Studies

Hibbett Sports

Modern Customer Service for a Digital Customer Base


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Retailer Hibbett Sports leveraged Zappix On-Demand Customer Service Solutions to appeal to their digital-savvy customers.

Situation
Hibbett is a popular sneaker retailer that resonates with today’s tech-connected, on-demand society. The customer care team had been utilizing a legacy Voice IVR system to handle customer service interactions. While this system was helpful for providing customers with some self-service capabilities, the customer care team determined their modern consumer base would prefer additional digital alternatives.

The team was looking to enhance CX across channels by providing customers with fast, straightforward, mobile customer service with a focus on automated self-service capabilities. This dedication to improving customer experience and providing more automated self-service through a variety of channels exemplifies Hibbett Sport’s commitment to understanding the desires of their customers. To enhance this connection to customers, Hibbett Sports also looked to implement a solution with integrated customer comments and customer survey capabilities.

“The team was looking to enhance CX across channels by providing its customers with fast, easy to use, mobile CX and more automated self-service.”
Solution
Radial, a bpost company and the leader in omnichannel commerce technology and operations, recommended Zappix Visual IVR and On-Demand Apps to support the traditional IVR Hibbett already utilized with seamlessly integrated automated self-service. Zappix delivered multi-channel digital self-service to customers while reducing average handle time (AHT), increasing containment rates, and deflecting repetitive calls away from contact centers.

The on-demand capabilities of Zappix solutions allowed Hibbett to launch their new “Hibbett Customer Service Express,” a campaign for embedding links in emails and other customer correspondence connecting directly to Zappix self-service solutions to increase adoption and provide customers with immediate answers to questions through any channel they utilize.

Seamlessly integrated Zappix Survey Engine tools delivered immediate NPS surveys to every customer utilizing Zappix solutions, and provided customers the opportunity to submit open-ended comments and suggestions after every customer service interaction, strengthening the connection between Hibbett and their customers, improving the Voice of the Customer for Hibbett shoppers, and helping customers feel heard and valued during interactions (thereby improving customer satisfaction and loyalty).

“Hibbett customers now enjoy customer service through an array of digital channels they prefer over the traditional Voice IVR.”
Results
Hibbett customers now enjoy customer service through an array of digital channels and have begun to shift away from traditional phone lines to other digital channels. The Hibbett Customer Service Express program has proven a success with customers looking for customer service solutions through non-voice channels. The transition from the legacy voice channel to digital alternatives aligns with Hibbett’s goal to meet their customers on the channels they prefer.
Digital Transformation
From Voice To Visual
Hibbett Visits By Origin Reversed
Visits By Origin (2018-2019)

Zappix self-service solutions successfully supported the service channels Hibbett customers already used & allowed for a smooth transition to modern self-service while facilitating faster, more streamlined service for customers who prefer Voice IVR.
Customers greatly appreciated the new Hibbett digital CX and on-demand customer self-service solutions. They expressed high praise through the integrated Zappix Survey Engine:
“The system is so easy and great! Everyone should use it.”
“Such an awesome feature 👏 🙌 ”
“Very easy to use all I needed to do was enter my phone number and I found my order.”
“Innovative and easy to use!!”
By The Numbers
Cost Control: Radial and Hibbett experienced over 80% call containment with Zappix solutions, creating impressive cost savings for the retailer.

Customer Experience: Customers were highly satisfied with the experience averaging an NPS of 57 for ease of use.

Win/Win for costs and customers: Reduction of over 3 minutes in AHT (Average Handle Time) between Voice IVR and Zappix Self-Service solutions.
Cost Control:
Radial and Hibbett experienced over 80% call containment with Zappix solutions, creating impressive cost savings for the retailer.
Customer Experience:
Customers were highly satisfied with the experience averaging an NPS of 57 for ease of use.
Win/Win for costs & customers:
Reduction of over 3 minutes in AHT (Average Handle Time) between Voice IVR and Zappix Self-Service solutions.

How Can Visual IVR Help Your Business?

About Radial
Radial Inc., a bpost group company, is the leader in omnichannel commerce technology and operations, enabling brands and retailers to profitably exceed retail customer expectations. Radial’s technical, powerful omnichannel solutions connect supply and demand through efficient fulfillment and transportation options, intelligent fraud detection, payments, and tax systems, and personalized customer care services. Hundreds of retailers and brands confidently partner with Radial to simplify their post-click commerce and improve their customer experiences. Radial brings flexibility and scalability to their supply chains and optimizes how, when and where orders go from desire to delivery.
Learn how Radial works with you at http://www.radial.com
About Hibbett Sports
Hibbett, headquartered in Birmingham, Alabama, is a leading athletic-inspired fashion retailer with more than 1,100 stores under the Hibbett Sports and City Gear banners, primarily located in small and mid-sized communities. Founded in 1945, Hibbett has a rich history of convenient locations, personalized customer service and access to coveted footwear, apparel and equipment from top brands like Nike, Jordan, Adidas, and Under Armour. Consumers can browse styles, find new releases, shop looks and make purchases online or in their nearest store by visiting www.hibbett.com or www.citygear.com.
Follow us @hibbettsports and @citygear
About Zappix
Zappix delivers On-Demand Customer Service Solutions: Visual IVR, On-Demand Apps, Outbound Engagement and Robotic Process Automation (RPA). The cloud-based solutions improve the customer journey during contact center interactions. The open platform enables workflow automation, rapid deployments, and seamless integration to back-end systems (CRMs, ERPs, etc.), and IVRs, and provides a comprehensive Analytics Suite.
The Zappix solution provides significant benefits and ROI: reducing costs by increasing containment rates for contact centers, improving customer experience and Net Promoter Score (NPS), creating new revenue opportunities using targeted promotional banners and automation of revenue generating use-cases.
Follow us @zappix

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