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.

  • Daniel Wellington

Read the full story

Get case study

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.

man showing a watch on his wristband

The 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

In this case study you’ll find:

  • 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.

  • Chapter 1
  • Chapter 2
  • Chapter 3

Don’t just take our word for it

There’s a strong feeling that the overall experience is far better for so many of our customers, and that’s also backed up by a substantial increase in customer satisfaction and customer satisfaction response rates.
Randolph Heyrowsky, Head of Customer Service
Daniel Wellington