of chat conversations resolved
54%
automation rate on email
50%+
resolution rate on “Too Firm/Too Soft” use case
About
Nectar Sleep believes that living spaces should both look and feel good to their customers. The same is true of the customer experience, and how important it is for the Nectar Sleep team to get everything right.
Website
Nectar Sleep is using AI and automation to manage repetitive tasks and free up agents’ and supervisor time, allowing them to focus on more personal relationships with customers. Working with DigitalGenius, the team have built a bespoke workflow to handle one of their most common types of customer query, saving lots of manual work.
The Challenge
Nectar Sleep’s team faced a challenge common to many ecommerce brands. Namely that there were a number of repetitive manual processes that agents had to handle, which created inefficiency. These repetitive processes were stopping agents from being able to focus on each individual customer. Plus, as part of a relatively small team, agents were unable to provide round-the-clock cover. So, the team brought in DigitalGenius to help.
Solutions & Results
Building bespoke processes
Nectar Sleep identified a key automation opportunity in handling "Too Firm" or "Too Soft" mattress queries. Collaborating with DigitalGenius, a bespoke workflow was developed, aligning with Nectar Sleep’s best practices. This initiative significantly reduced agent time, with over 50% of cases now fully resolved, demonstrating a huge efficiency gain.
Proactive workflows
As part of the Warranty claims process, Nectar Sleep inspects customers’ mattresses. Most of the administration side of this is automated through DigitalGenius, including proactively informing customers about the status of inspection.
Supervisor Alleviated
Nectar Sleep have been successful in automating a huge chunk of the behind the scenes admin tasks which has freed up their CS Supervisor allowing them to offer more support to the front line team.
Improving CSAT scores
The Nectar Sleep team has noticed customer satisfaction scores increasing over time. This is driven partly by being able to answer FAQs out of hours with generative AI, as well as offering solutions to customer queries automatically and promptly – particularly around a “Too Firm/Too Soft” query.
