automation rate in 2 weeks
26%
fewer agents with growing tickets
63%
automation rate
About the company
Following rapid business growth and a matching surge in support tickets, Nobody's Child had to choose between endless hiring and a smarter way to scale. They selected DigitalGenius from a field of AI providers and went into soft launch right as their busiest-ever week hit. Starting with returns and quickly expanding across WISMO, FAQs and more, DigitalGenius now automates 70% of intents, and the two teams work as genuine partners.
The Challenge
Nobody’s Child was experiencing major business growth, and with it came a corresponding increase in customer service tickets. This volume was overwhelming the customer service team, so Nobody’s Child had to decide whether to keep hiring or find another way. They chose DigitalGenius out of a number of AI providers and went into soft launch just as they were about to experience their biggest ever week for tickets. Fortunately DigitalGenius was on hand to help, and fast.
Solutions & Results
Busiest week ever
During launch week, due to a change in distribution center, the team were inundated with returns queries. This meant that there was limited time to test DigitalGenius before launching each flow. Fortunately DigitalGenius’s Genius Flows helped handle Nobody’s Child go live with confidence, automating 900-1000 tickets in the first weeks.
Live in weeks
Nobody’s Child hit 30% automation within the first two weeks. Of the initiatives launched in the first week, almost all flows met their quality standards, despite the limited time for testing.
Flattening the curve
Last summer, Nobody’s Child had 7 agents with no AI and were struggling. This year, despite a significant increase in tickets, they are managing to cope with 26% fewer agents thanks to DigitalGenius.
Always-on support
As 24/7 staffing wasn’t a viable option, Nobody's Child used to watch backlogs build every evening and weekend. Now a customer emailing at 3am gets an instant response, and often a full resolution, while the team sleeps. Monday morning backlogs have shrunk dramatically, improving experience on both ends.
Self-serve insight
Ask Genie has become a daily habit for the Nobody’s Child team to query their data. Now they can investigate ticket spikes, question automations and diagnose issues in seconds.
A true partnership
The biggest surprise for Nobody’s Child was the relationship. After an intense implementation period, the two teams are working together to find new opportunities to improve processes, and build new ones. DigitalGenius’ customer success team act like true partners, offering suggested solutions to wider customer experience issues.
