The Art of Connecting: Interactions That Build a Sustainable Future

DDM Interaction Agency

Medals Won

🥉 Bronze – Best Use of Martech

Campaign Overview

Join the Planet (JDP), a global brand that transforms marine debris into collectible products with a cause, launched a replica of Lionel Messi’s left boot made from recycled ocean waste and distributed it across more than 150 countries. The challenge wasn’t just global scale—it was delivering a premium, exclusive, and purpose-driven customer experience that actively influenced purchase decisions.

JDP solved this through a fully integrated, customer-centric digital ecosystem. Web help center, chatbot, email, social support, FAQs, blockchain traceability, NFTs, and CRM automation were unified into a single omnichannel experience. Every interaction reinforced trust, transparency, and sustainability—turning customer service into a conversion engine.

Creative Concept

Creativity lived in interaction. Every touchpoint—help center, chatbot, social support, and blockchain content—was designed not just to answer questions, but to deepen emotional connection and reinforce the product’s environmental story.

· Interactive Ecosystem: Every engagement became a creative moment. Touchpoints were intentionally crafted to build emotional resonance and strengthen the brand’s sustainability narrative.

· Blockchain as Storytelling: Blockchain and NFTs became part of the narrative, allowing buyers to trace the origins of their collectible from ocean waste to final production.

· Agents as Ambassadors: Customer support teams were trained as purpose-driven brand ambassadors, ensuring every response delivered premium service, emotional depth, and global consistency.

Execution Strategy

Global Omnichannel Support: Operations were centralized in Argentina, delivering cohesive global assistance across all markets.

Web Help Center + Chatbot: An intelligent self-service help center and chatbot handled high-volume inquiries with speed and accuracy.

Multilingual Human Escalation: Complex cases escalated to trained human agents across multiple languages for premium service resolution.

CRM Integration: Full Zendesk integration ensured unified case management and seamless customer tracking.

Blockchain + NFT Traceability: Traceability was embedded directly into the CX journey, enabling customers to follow their collectible’s lifecycle.

Executive Dashboards: Real-time dashboards provided global visibility, performance tracking, and rapid decision-making.

Human-Quality Self-Service: Self-service was prioritized without sacrificing warmth, clarity, or human-level support quality.

Impact and Results

The omnichannel system exceeded performance benchmarks:

· 65,000+ users served via Help Center and chatbot, demonstrating strong adoption and scalable support delivery.

· 90.35% self-service resolution rate, validating the system’s efficiency and ability to resolve most inquiries without human escalation.

· 99% of complex cases resolved within 42.68 hours, confirming rapid turnaround and high-quality human support.

· 66.67 CSAT score (above 60% target), evidencing strong customer satisfaction across global markets.

· 4,000+ tickets managed across digital channels, highlighting operational capacity and cross-channel cohesion.

· 99%+ resolution rate across every channel, reinforcing consistency, reliability, and world-class service performance.

Why It Worked

Instead of treating customer service as support, JDP rebuilt it as a conversion-driving brand experience. Martech didn’t replace storytelling—it amplified it. Customers didn’t just buy a product; they validated its origin, impact, and purpose in real time.

This fusion of automation, data, blockchain, and human service created a scalable global model for sustainable commerce.