Hibbett is Scoring Big with Salesforce AI
Getting to Know Hibbett: A Champion in Athletic Retail
Hibbett is a leading U.S. based athletic retailer specializing in footwear, apparel, and accessories. Founded in 1945, the company has earned a reputation for offering premium sportswear from top brands like Nike, Jordan, adidas, and New Balance. As part of the JD Sports family, Hibbett continues to expand their global footprint while staying committed to delivering personalized shopping experiences, a robust omnichannel strategy, and strong community engagement.
Challenges on the Road to Victory
After a recent acquisition and a shift to a new BPO provider, Hibbett recognized the need for a unified, centralized system to manage customer interactions and equip agents with the tools necessary for delivering more effective service. With a firm commitment to exceptional customer support, Hibbett aimed to enhance self-service capabilities and offer highly personalized assistance. Ultimately, their goal was to provide timely, efficient, and seamless customer experiences while minimizing the need for follow-up inquiries.
“The Neuraflash team was excellent. The project was very well managed and was delivered on time with no issues. Post project they are helping us find opportunities to improve our day to day business. I would highly recommend them.”
Bill Quinn, SVP Digital and Selling Solutions
The Winning Move
To modernize their contact center and customer service operations, Hibbett invested in a chatbot solution designed to seamlessly integrate with their internal systems. Powered by Salesforce Messaging for In-App and Web (MIAW), the new Enhanced Chatbot delivers personalized, high-touch service, enabling customers to access key information, such as order status, without needing direct agent support. This not only enhances the overall customer experience, but also boosts bot-driven deflection rates, lightening the load for human agents.
“The NeuraFlash team has been one of the most thorough and helpful project teams I've ever worked with. The team is incredibly knowledgeable, flexible, detail oriented, and excellent at communicating. They have not only been a great partner to work with but they've also allowed me to learn and understand the process and why. I would highly recommend Neuraflash and am excited to continue the partnership.” Jo Ostolaza, Director Customer Relations
The Competitive Edge with AI
Hibbett is a trailblazer in the AI revolution, taking bold strides to harness the power of artificial intelligence. Pushing their AI journey even further, they implemented Salesforce’s Einstein for Service, unlocking a range of game-changing capabilities:
- AI-powered responses to customer inquiries
- Automated summaries of customer interactions
- Streamlined case wrap-ups for support agents
With AI at the core, Hibbett has drastically improved case resolution times, ensured consistent service quality, and elevated the experience for both customers and agents.
Game-Changing Results
Hibbett's strategic investment in AI and automation has solidified their position as a leader in customer service innovation. Key outcomes include:
- Faster case resolution through AI-driven automation
- Enhanced customer satisfaction with quick, accurate responses
- Greater operational efficiency, enabling scalable growth
As an early adopter of AI-powered customer service, Hibbett is not only setting industry trends but also driving stronger business results, all while reinforcing their reputation as a customer-centric brand.
About NeuraFlash
NeuraFlash is a leading AI consulting and ISV partner to Salesforce and AWS, helping businesses like yours reimagine personalized service and sales experiences at scale. Specializing in intelligent business automation, we drive real-time ROI across industries, empowering your teams and uncovering new revenue streams.
