automation coverage, and growing
10+
languages addressed through AI
16
use cases automated so far
About
BESTSECRET is the leading European online destination for premium and luxury off-price fashion. The Group offers its members in 28 countries across Europe a superior brand portfolio complemented by a high-end shopping experience. At the same time, BESTSECRET enables its brand partners to clear overstock at scale with minimum visibility and maximum brand equity protection. The unique business model is based on its closed character with an invitation-only customer membership, longstanding brand partner relationships and a tech-focused mindset.
Website
Summary paragraph: BESTSECRET leverages AI to provide a superior and personalized experience to its members. By using sophisticated algorithms to tailor interactions for individual customers, and the dynamic capabilities of generative AI, BESTSECRET ensures a curated experience for their members – resulting in high CSAT scores.
The Challenge
As BESTSECRET continues to grow, the team is dedicated to maintaining a manageable headcount in customer service. Initially, they explored different solutions internally. However, they soon recognized the efficiency of leveraging existing solutions that could provide a personalized experience for their customers. This conclusion led them to the market, where they discovered DigitalGenius.
Solutions & Results
A fast start
Starting in August, BESTSECRET was up and running within 6 weeks. In the two months between October and December, DigitalGenius was able to increase automation from 10% of all tickets to automating 40%.
Multi-language capability
BESTSECRET has developed comprehensive workflows to cater to customers in over 10 languages, including French and Italian. Additionally, the company leverages generative AI to manage even more languages.
Customizing the AI
As well as using out-of-the-box intents, BESTSECRET utilizes custom intents. This involves training DigitalGenius’s AI to recognise situations exclusive to BESTSECRET and handling them appropriately.
Personalizing each interaction
BESTSECRET implemented a segmentation strategy to categorize its customer base. Leveraging DigitalGenius, BESTSECRET can accurately determine the tier to which a customer belongs and initiates a tailored workflow based on their status.
Human + AI
"Our team has fully embraced the solutions provided by DigitalGenius, which have played a key role in maximising our CSAT scores - especially in cases where we successfully combine the strengths of AI with the empathy and expertise of our human agents." – Magdalena Koziol
Rethinking FAQ pages
As a result of DigitalGenius’s ability to answer FAQs and retrieve information from the knowledge base, BESTSECRET is evaluating ways to leverage this capability more extensively.
