reduction in cancellations
20%+
save rate for cancel requests
92%
CSAT for cancellation use case
About
Bella+Duke, founded in 2016, is a UK-based pet wellness company delivering natural, raw pet food designed to enhance pet health and longevity. Their mission is to promote species-appropriate nutrition, ensuring pets and their families enjoy more fulfilling lives together.
Website
Whenever customers decide to cancel their subscription to Bella+Duke, their DigitalGenius widget – named Digby – helps automate this process, and uses sophisticated logic to try and prevent each cancellation.
The Challenge
As a subscription business, Bella+Duke want to do everything they reasonably can to prevent customers from cancelling. On top of that, their customer service team is frequently on the back foot, having to be reactive with the influx of customer service requests. Bella+Duke wanted to be responsive when customers requested to cancel, and try to save the cancellation, while taking away some of the strain from their team to allow them to be more proactive. That’s where DigitalGenius came in.
Solutions & Results
More sophisticated responses
Previously, when customers were looking to cancel their subscription, Bella+Duke gave a simple offer to customers, which was not tailored to their situation. Now with the DigitalGenius widget, they can offer a different response depending on the cancellation reason.
Offering greater support
When customers need expert advice about their pet’s food, Bella+Duke offers consultations with vet nutritionists. DigitalGenius has integrated this service into the support workflows, making it available whenever it's relevant.
CX as a USP
In a highly competitive market, it’s important that Bella+Duke provide a great customer experience to keep customers for the long term. Digby has achieved a 92% customer satisfaction score, showing the effectiveness of this project.
Preventing cancellations
By using “Digby,” Bella+Duke has reduced cancellations by 30%, surpassing their targets. This level of automation is easing the strain on the customer service team – allowing them to be less reactive and more proactive, and to build one-to-one relationships with customers.
