deflection rate for returns queries
65%
deflection rate on chat
81%
resolution rate on email
About
mammaly is a dog supplements brand based in Germany. Recognizing the importance of providing dogs with the right nutrients to maintain health and fitness, mammaly has built easy-to-use supplements for dogs in snack format. mammaly has quickly become one of the leading pet health startups in Europe since its inception in 2020.
Website
mammaly have worked with DigitalGenius to handle the main drivers of customer service volumes. Once they were under control, the team worked with DG to build an AI Agent to improve their returns process, and built a custom proactive workflow to deal with unregistered returns.
The Challenge
Founded in 2020, mammaly’s business grew quickly, and with that growth came a high volume of customer service queries. At the time, mammaly didn’t have the processes in place to handle this. The situation improved after implementing Dixa in 2022. However, the mammaly team found that they had repetitive tickets where an intelligent human was just copying-and-pasting responses, plus there were days where they were missing SLAs. For a business that relied on customer retention to justify acquisition costs, this was a challenge. That led them to look into automation, and to DigitalGenius.
Solutions & Results
Managing returns
mammaly used a returns partner that wasn’t working out. It was inflexible and offered a terrible experience to customers, with more than 50% of tickets being passed to agents. Working with DigitalGenius, mammaly built a new returns process into their AI Agent which is addressing 80% of returns issues.
Transforming the agent experience
With many tickets being automated, mammaly’s agents can take care of important tickets and find opportunities for upsells or churn prevention. The agents are being challenged, and are happier overall.
Improving customer experience
Often customers don’t realise they are talking to a bot, or they don’t mind. Using the chat function to handle returns created a much better user experience which has had a positive reaction from customers.
Tackling unregistered returns
Some customers send back their orders without registering them, requiring mammaly to follow up with the customer. The volumes of these reached a critical level, so mammaly used Proactive AI to automatically check whether customers wanted to cancel their subscriptions, or take another action – with the AI able to take the correct action.
