resolution rate on chat
90%+
CSAT scores
42%
fewer agents required to scale
About
Honeylove makes shapewear and undergarments that give women the right level of comfort and support. With years spent perfecting and obsessing over its products, it’s no surprise that Honeylove is dedicated to providing the best possible experience to customers.
Website
Honeylove needed an AI Agent with deep integrations to its tech stack in order to automatically respond to and resolve as many customer queries as possible. DigitalGenius has been the right partner for the job.
The Challenge
Honeylove was growing, and needed to scale its customer service to match its growth. To do this sustainably, the team wanted to avoid hiring agents and QA staff at the same rate as the brand was growing. That meant using automation to support and augment its agents. But Honeylove’s existing automation platform lacked the necessary integrations to resolve enough tickets automatically. That’s where DigitalGenius came in.
Solutions & Results
90% automation on chat
By building out workflows for several use cases on chat, Honeylove has been able to automate over 90% of conversations, and resolving 76%. This level of automation has meant that Honeylove had to adjust its forecasts because so few chats needed to be handed over to agents.
White glove service
Honeylove offers “white glove” customer service with ambitious targets for CSAT. DigitalGenius has helped Honeylove to consistently keep CSAT scores over 90%, while keeping headcount manageable.
Advanced use cases
With DigitalGenius, Honeylove have been able to answer FAQs with generative AI, as well as more complex workflows to do with returns, order amends and cancellations, and of course WISMO.
Impact on purchases
Honeylove deployed Purchase AI to offer product advice and recommendations ahead of their busiest trading day, emulating their best agent conversations. Now around three quarters of these time-consuming conversations are automated, and result in an increase in items-per-purchase.
