Case Study

Scaling pains? Not on our watch

Discover how Daniel Wellington, one of Europe’s leading fashion retailers, uses Unbabel to deliver engaging multilingual customer support as it expands into new markets.

We’ve CSAT response rates more than double from 9% to 21% since we rolled out Unbabel.

Randolph Heyrowsky
,
Head of Customer Service, Daniel Wellington

Daniel Wellington is a Swedish watch company, known for its sleek designs, interchangeable NATO straps, and mid-price positioning. Founded in Stockholm, Sweden, in 2011, by February 2017, the venture had been crowned the fastest growing business in Europe, with growth exceeding 4,500% over three years.

  • Founded in 2011, in Stockholm
  • > 4,500% growth over 3 years
  • Estimated value of $200 million
  • Presence in over 25 countries
  • +3 million followers on Instagram

Seamless multilingual support for retail

Always-on multilingual support never goes out of style. Unbabel enables leading retailers to reinforce their brand with a highly personal, native-language customer experience.

The Unbabel effect
3% increase in CSAT
CSAT response rates from 9% to 21%
Increased success in long-tail markets

Challenge fluctuating volume and the long-tail

As Daniel Wellington’s business rapidly expanded abroad, it quickly became clear that covering certain languages with an in-house team would require an extremely high level of investment. And even that would not fully address customers’ fluctuating demand.

Around the clock support in Zendesk

The flexibility and scalability of Unbabel allowed Daniel Wellington to support their global customers inside their preferred CRM, and keep up with demand in every language. Even as Daniel Wellington completely transformed the way it interacted with global customers, agents’ workflow remained the same — and customer satisfaction scores increased by a coveted three percentage points, from 89% to 92%.

What's inside

  • An overview of industry challenges
  • Insights into different approaches to multilingual CX
  • Daniel Wellington’s before and after story with Unbabel

In short, everything you need to know to scale your customer support operations — without sacrificing quality.

Daniel Wellington is a Swedish watch company, known for its sleek designs, interchangeable NATO straps, and mid-price positioning. Founded in Stockholm, Sweden, in 2011, by February 2017, the venture had been crowned the fastest growing business in Europe, with growth exceeding 4,500% over three years.

  • Founded in 2011, in Stockholm
  • > 4,500% growth over 3 years
  • Estimated value of $200 million
  • Presence in over 25 countries
  • +3 million followers on Instagram

Highlights

The Unbabel effect
3% increase in CSAT
CSAT response rates from 9% to 21%
Increased success in long-tail markets

Challenge

Solution

Results

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