deflection rate on chat
65%
resolution rate on email
45%
automation rate after 6 months
About
Blakely Clothing is an apparel brand with a focus on creating high quality products that people will feel good in, while being built to last year after year. A fast-moving brand with a focus on its community, customer experience is at the heart of everything at Blakely.
Website
For a small team at a fast-growing fashion brand, peak was always a challenge. DigitalGenius has allowed Blakely to respond to customers quickly and exceed their expectations.
The Challenge
Blakely has had phenomenal growth over the past few years, which has meant that peak periods have been particularly challenging. Customer experience is valued highly, and the team at Blakely wanted to be at the top of their game. But the pressures of peak meant that response times were slower than they desired them to be, with customers waiting too long to get a response. So Blakely looked into AI to help them speed up response times. That’s where DigitalGenius stepped in.
Solutions & Results
Faster response times
In a little over 6 months since implementing DigitalGenius response times have dramatically improved. Now customers are getting meaningful responses in minutes, and are having issues resolved almost immediately. This in turn eliminated much of the pressure surrounding peak.
Developing the team
With many repetitive tickets being handled by DigitalGenius, the team have more time to focus on developing problem-solving skills, and providing a more personalised response to more complicated queries.
Time to value
With email deployed, Blakely are able to automate 45% of email conversations, and fully resolve 65%. The deflection rate on chat is at 75%, demonstrating huge value halfway through the first year.
Ensuring privacy protection
Security is very important to Blakely, as is keeping the trust of their customers. To ensure that the AI Agent is not giving out personal information (such as an address) to the wrong person, it checks 3 points of personal information.
