saved through cost deflections each year
70%
email tickets automated
80%
self-serviced rate in email and chat
About the company
Scentbird has been working with DigitalGenius for five years, and has experienced incredible growth during that time. That rapid growth has led to a rapid increase in customer service conversations, and has highlighted the importance of scaling the customer experience team to meet that demand.
The Challenge
The rapid growth that Scentbird experienced meant that they wanted to keep customer service lean as they grow. There was a need to streamline the common customer contacts that previously would go to the tier one team. These include things like WISMO, cancellations, and other subscription use cases. As a result, customers would get a faster response to simple queries, and the CX team would be able to focus on more impactful conversations.
Solutions & Results
Handling Subscription use cases
Scentbird identified that most subscription ecommerce brands have the same common contact drivers: WISMO, cancellations, damaged goods, membership and billing. Through DigitalGenius, those common customer queries are automated. 70% of emails receive an automatic response, and 80% of automated conversations are entirely self-serviced.
Elevating experiences
This means resolutions within minutes any time of the day or night, improving the customer experience, but also the agent experience as they can focus on high-impact areas.
$1m saved per year
For two consecutive years, Scentbird has reduced costs by seven-figures, based on a cost-per-contact calculation, thanks to the AI automations.
Seamless human handoffs
When DigitalGenius can’t fully resolve an issue, it hands the customer over to the agent with the context intact. Rather than feeling let down by the bot, the experience feels like a natural continuation of the conversation. This approach has allowed Scentbird to see incredible 4.9/5 CSAT scores with an NPS score of 68.
