Creating explosive customer experience.

Creating explosive customer experience.

40%

40%

tickets fully resolved

46%

of tickets automated

71%

requests to change items fully resolved

About

Grenade was founded on a simple mission: to become the leading brand in Sports Nutrition. Its best-selling Grenade Protein Bars have become iconic and Grenade’s products are now sold in over 80 countries.

Scaling with maximum efficiency

As Grenade looked to scale their business, the team were looking for a way to maintain efficiency but also make the most of their best asset: their relationships with their customers. DigitalGenius is helping Grenade to achieve those twin goals through AI-driven automation.

Maintaining strong Trustpilot scores despite a warehouse issue

Maintaining strong Trustpilot scores despite a warehouse issue
Maintaining strong Trustpilot scores despite a warehouse issue

Freeing up agents to go above and beyond for customers

Freeing up agents to go above and beyond for customers
Freeing up agents to go above and beyond for customers

Integrating through Zendesk and Shopify, with DPD for delivery

Integrating through Zendesk and Shopify, with DPD for delivery
Integrating through Zendesk and Shopify, with DPD for delivery

The Challenge

Grenade had ambitious plans to grow its direct to consumer model and take advantage of its unique approach to customer experience. Grenade is aiming to deliver what the customer wants, in order to build a strong lifetime value with its customers. To be able to offer the level of service that is required while staying efficient meant adopting AI and automation. That’s where DigitalGenius came in.

Solutions & Results

Above and beyond responses

Previously because agents were under pressure to handle tickets as fast as possible, they weren’t free to go above and beyond for customers. Now, because many of the mundane and repetitive tickets are being handled by DigitalGenius, it frees up Grenade’s agents to tailor responses, or include an extra piece of stock or coupon in the next order.

One touch tickets

Answering simple questions as quickly as possible allows Grenade to focus on tickets where it can make a difference. Implementing one touch tickets, has allowed Grenade to be more efficient and provide the right customer experience.

Confidence in the cover

For Grenade’s small but growing CX team, we provide considerable cover when team members are sick, on holiday, or when there are warehouse issues, which gives the team confidence.

Maintaining Trustpilot scores

Online reviews are the lifeblood of any growing retailer, and so Grenade pay a lot of attention to Trustpilot reviews. When there was a warehouse issue early on in 2024, DigitalGenius were able to help Grenade handle that, and as a result help maintain a strong Trustpilot score, with reviews mentioning customer service specifically.

“For anyone looking to explore DigitalGenius, I’d say jump in with two feet. The team have been great at explaining and mitigating any anxiety about AI that we had. DigitalGenius is a great partner for us because they understand customer service in ecommerce, and the results we’ve seen have been amazing for us.”

Cameron Goldie

Head of Ecommerce at Grenade

“For anyone looking to explore DigitalGenius, I’d say jump in with two feet. The team have been great at explaining and mitigating any anxiety about AI that we had. DigitalGenius is a great partner for us because they understand customer service in ecommerce, and the results we’ve seen have been amazing for us.”

Cameron Goldie

Head of Ecommerce at Grenade

“For anyone looking to explore DigitalGenius, I’d say jump in with two feet. The team have been great at explaining and mitigating any anxiety about AI that we had. DigitalGenius is a great partner for us because they understand customer service in ecommerce, and the results we’ve seen have been amazing for us.”

Cameron Goldie

Head of Ecommerce at Grenade

Join the online shopping revolution

Join the online shopping revolution

Join the online shopping revolution