Vestiaire Collective, the platform for pre-owned luxury fashion, is using AI to scale its business and more efficiently serve its global community. Through the use of new AI technology, Vestiaire has launched three new languages, Chinese, Dutch and Swedish to fuel growth in four key markets and better service the current customer base.
This strategic initiative will allow Vestiaire to better serve its users in Hong Kong, Belgium, the Netherlands and Sweden, where the company has seen a significant increase in user traffic and engagement.
“Incorporating artificial intelligence across our organization empowers our teams to scale languages more efficiently and provide a more seamless customer experience. Through the expansion of our language options, we are also able to connect more closely with our global community and unlock new growth in high potential markets,” said Klemen Drole, chief operating officer of Vestiaire Collective.
Vestiaire Collective, a certified B Corp., operates in 70 countries globally, but with only six localized languages. Powered by AI, Vestiaire can now localize onsite and day-to-day communication with customers without adding additional resources. Since the launch of three new languages in Hong Kong, Belgium, the Netherlands and Sweden, Vestiaire has seen a 200 percent acceleration of new buyer growth in those markets. Vestiaire has also seen an adoption of the local languages by 25 percent of its daily active users in the new language markets. In addition, to launch a new language in a designated country now requires 80 percent less time and resources.
Through AI, Vestiaire can now ensure more accurate translations and higher efficiency in customer service productivity, enabling the team to instead focus on high priority customer service tasks, said the company.
According to Vestiaire, the impact is manifested in three areas. By regrouping the teams to focus on only two languages, Vestiaire created larger teams that allow the company to support each of the 70 countries 24/7. In addition, reducing the complexity of training from nine languages to two helped increase the efficiency of the agents. And three, with less languages handled manually, Vestiaire is able to reduce the number of external partners from three to two and significantly simply the management of agents teams, the company said.