case study

Joybird gains greater efficiency in customer service with AI

Joybird was able to empower their customer service team to quickly repond to customer inquiries by using more macros and not having to manually tag tickets. Macro usage alone increased by 215%, providing customers with more consistent and timely responses.

Joybird

Premium quality furniture

DigitalGenius - Human+AI™ Customer Service

Support Brilliance.

Joybird offers premium quality furniture customized by their customers to meet their specifications. Every month Joybird receives around 8,000 tickets via email, online contact forms and SMS and a dedicated team of 12 agents engages with customers every day for both pre and post-sales support.

Challenge

Increasing Volumes
12 agents supporting customer communications via email, webform and SMS with near term plans to implement live chat without increasing headcount.

Low Macro Usage
The 12 agent team was running at capacity and responding to most of the messages manually, without leveraging the powerful macros on Zendesk.

Solution

AI-Powered Tagging
Auto-tagging for creating custom views and reports helps recover valuable agent time by reducing the effort required for manual triage and ticket classification.

AI Suggested Macros
When an agent receives a new question, they are also presented with AI-suggested macros reducing time needed to search for responses.

"DigitalGenius has helped us improve the speed and efficiency of our customer support — empowering agents to focus on our #1 priority, Joybird customers."
Nelson Keating
Sr. Product Manager
Joybird

Results

With DigitalGenius, Joybird was able to empower their customer service team to quickly repond to customer inquiries by using more macros and not having to manually tag tickets. Macro usage alone increased by 215% (according to data collected in May 2017), providing customers with more consistent and timely responses.

Data: May 2017

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Frequently Asked Questions

To get started, we prepared a list of questions to help you learn more about our product and our company.

How do I use DigitalGenius inside my contact center operation?

DigitalGenius is installed as a layer into your existing customer service software (Salesforce, Zendesk, etc). We will take you through an onboarding experience from installing the app, to training and deploying your first AI Model. Once the app is configured and the model is trained, you can onboard your agents, and begin using the tool to reduce AHT, support increasing volumes and open up new communication channels like Facebook Messenger, Live Chat and SMS.

What processes does DigitalGenius automate?

1. DigitalGenius predicts and automates the meta-data tagging process, from assigning tags, case details information and routing cases to appropriate team members.

2. DigitalGenius predicts answers to incoming messages, and suggests them to agents for approval or personalization.

3. If the predicted answers fall above a certain confidence level, those responses can be automated.

How safe is the customer data?

DigitalGenius has developed and implemented policies and technologies to ensure that confidential data is protected and managed securely. DigitalGenius applications are compliant with The US Data Protection Act and other similar international, regional and local legislation.

Your personal information will remain private.

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