Raise eyebrows, not prices.

Raise eyebrows, not prices.

40%

40%

Enquiries Handled Without Human Interaction

95%

CSAT score

90%

Reduction in First Response Time

5 Agents

work automated by DigitalGenius

About

Beauty Pie is a fast-growing beauty subscription designed to challenge established mainstream brands. As a subscription business it deals with high volume of transactional customer service requests, which were ripe for automation.

CSAT score of 95% through automation

CSAT score of 95% through automation

Working with Route 101, Beauty Pie have been able automate much of their customer service, while matching the CSAT scores that their agents achieve.

Handled 12,000 tickets per week during trial

Handled 12,000 tickets per week during trial
Handled 12,000 tickets per week during trial

96% success rate in ticket handling

96% success rate in ticket handling
96% success rate in ticket handling

Helps decouple business expansion from agent headcount

Helps decouple business expansion from agent headcount
Helps decouple business expansion from agent headcount

The Challenge

The Beauty Pie team found that repetitive, low-complexity enquiries were taking a lot of agent time and effort, and identified that there was an opportunity to reduce the time and cost to serve, whilst reducing customer effort and delivering a better experience to its subscribers. In feedback from customers, Beauty Pie found one of the key areas of frustration was around cancelling or downgrading subscriptions. Not only was this issue causing problems for customers but also it was an area of difficulty for its agents. During the scoping sessions, it was quickly recognised by Route 101 that reducing the number of transactional tickets was vital for this project and that the cutting-edge AI platform from DigitalGenius would be a perfect fit.

Solutions & Results

AI Trial Triumph

During the trial, DigitalGenius impressively handled 12,000 tickets per week, representing 40% of total inquiries, far exceeding initial expectations.

High Success Rate

Achieving a 96% success rate in ticket handling, DigitalGenius demonstrated remarkable efficiency with minimal agent intervention required.

Efficient Enquiry Handling

The AI effectively manages a significant proportion of customer queries, showcasing its capability to handle large volumes of interactions.

Growth Without Headcount

DigitalGenius's success in managing customer interactions means Beauty Pie can grow without proportionally increasing its support team, decoupling business expansion from agent headcount.

We were able to launch within a couple of weeks. In no time at all we were automating 40% of our contacts, with a resolution rate of over 90%, whilst hitting our CSAT goal of 95%… we are so happy to have Route 101 and DigitalGenius as partners for the future.

Chandni Bhatt

Senior Manager, Beauty Pie

We were able to launch within a couple of weeks. In no time at all we were automating 40% of our contacts, with a resolution rate of over 90%, whilst hitting our CSAT goal of 95%… we are so happy to have Route 101 and DigitalGenius as partners for the future.

Chandni Bhatt

Senior Manager, Beauty Pie

We were able to launch within a couple of weeks. In no time at all we were automating 40% of our contacts, with a resolution rate of over 90%, whilst hitting our CSAT goal of 95%… we are so happy to have Route 101 and DigitalGenius as partners for the future.

Chandni Bhatt

Senior Manager, Beauty Pie

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