How Sweaty Betty Levelled Up Customer Experience

Overview

Founded in 1998, Sweaty Betty has emerged as a global leader in women’s activewear, embodying empowerment and performance in each piece of its collection. Known for its innovative designs that blend fashion with function, the brand offers a diverse range of products — from leggings and sports bras to swimwear and accessories.

The Challenge

Servicing Customers in their Channel of Choice

Sweaty Betty had a Help Centre that wasn’t servicing customers in their channel of choice and an agent interface that didn’t give a full customer view, meaning extended handling times to resolve cases. As a brand that thrives on customer engagement, not having a single customer view was impacting customer experience.

The Solution

Sabio utilised their proprietary Service Cloud Accelerator (SCA) to architect a robust, omni-channel CRM solution using Salesforce Service Cloud. They also added live chat functionality and integrated a chatbot that directed customers to relevant knowledge articles

The Results

This omni-channel CRM solution delivered exceptional results. Agents became more efficient with streamlined tools and better customer visibility. Overall, Sabio exceeded MVP expectations and laid the groundwork to evolve Sweaty Betty’s customer care into a revenue generating function.