How Sweaty Betty Smashed Customer Experience Goals and Sprinted Towards CX Success

In the world of women’s activewear, Sweaty Betty stands out as a brand committed to empowering women through innovative, high-performance designs.

But beneath the surface, the business recognised the need to overhaul its customer experience and equip its “sisterhood” with service as inspiring as its products.  

By partnering with Sabio Group, Sweaty Betty embarked on a customer service transformation journey that realised game-changing operational efficiencies and customer satisfaction levels beyond all expectations. 

The Challenge: Supporting Customers in their Channel of Choice 

As an inspirational brand thriving on customer engagement, Sweaty Betty needed customer service platforms that could match its mission. However, agents struggled with legacy systems that didn’t provide full customer views and with no self-service options, daily inquiry volume also overwhelmed agents. 

According to Fiona Lind, Sweaty Betty’s Digital Project Manager, “We were trying to look after our customers, but we were faced with challenges at every step. We needed a platform that would deliver a truly exceptional experience for our sisterhood.” 

Clearly, Sweaty Betty required an agile, omni-channel solution to enable personalised service across touchpoints and channels. 

The Solution: Sabio’s Service Cloud Accelerator 

To transform its customer experience, Sweaty Betty turned to some real CX experts; our team at Sabio Group. Leveraging our proprietary Service Cloud Accelerator and Salesforce Service Cloud, Sweaty Betty implemented an integrated CRM platform. 

The results were nothing short of astounding.  

By providing agents with 360-customer views, first response times decreased by 66%. With chatbots managing 35% of support traffic through self-service, customers could conveniently find answers on their channel of choice. 

“We had to create an agile, integrated solution,” explains Fiona, “and Sabio’s Service Cloud Accelerator was the missing puzzle piece. 

“What we achieved was beyond the MVP; it was as if we put the car into overdrive,” 

The Outcome: From Slow Jogging to Sprinting Towards CX Success 

With Sabio’s help, Sweaty Betty realised improved experiences for both customers and agents. More than numbers, the brand established foundations to evolve Customer Care into a revenue-generating function aligned with its values. 

Fiona summarised the immense impact: “We got more than what we bargained for - real cost savings from day one. And more importantly, we have set the stage for Customer Care to deliver outstanding experiences, in line with our brand values.” 

Key Takeaways for Delivering CX Success 

What key lessons can brands learn from Sweaty Betty’s customer experience success? 

• Focus on Customers’ Channel of Choice - Provide omni-channel options and enable self-service to manage routine inquiries. 

• Leverage Technology - Platforms like Salesforce Service Cloud and chatbots optimise workflows and resources. 

• Partner with Experts - Work with specialised partners like Sabio Group and our dedicated Salesforce Practice to implement proven solutions quickly. 

• Align CX with Brand Values - Build customer experiences that authentically reflect your brand mission. 

• Adopt a Continuous Improvement Mindset - View CX transformation as an ongoing journey, not a one-time initiative. 

By approaching customer service with ambition and vision, brands like Sweaty Betty can sprint towards CX success - engaging customers, empowering agents, and embodying brand values every step of the way.