resolution rate
65%
chat deflection rate
0
extra BPO requirement during peak
About the company
Since going live with DigitalGenius two and a half years ago, SNIPES has automated 70–80% of its covered customer contacts, dramatically cut first response and handle times, and weathered its November-January contact spikes without adding BPO headcount. The partnership has expanded from WISMO into returns, FAQ-powered chat, and a seamless helpdesk migration.
The Challenge
SNIPES were previously using a different provider that only focused on resolutions, which meant that any customer contacts that couldn’t be automated weren’t touched. On top of that, there was a significant spike in repetitive questions over peak periods that meant the customer service team were stuck dealing with simple questions. SNIPES needed an AI Agent that could handle more conversations, not just the simple ones.
Solutions & Results
Smooth agent handoff
DigitalGenius handles much of the routine back and forth that an agent would need to resolve a ticket, such as asking for images, checking details with the customer and so on. This means that customers get a fast first response time, and agents have all the information they need to resolve tickets quickly.
Handling the holidays
During the first holiday with DigitalGenius, SNIPES scaled its BPO by less than the year before. By the second holiday, it didn’t didn’t need to scale at all because the automations absorbed all of the increased volume.
Helpdesk migration
Recently SNIPES migrated their helpdesk to Freshdesk. DigitalGenius supported that transition and helped SNIPES to adapt their workflows for their new systems, while automation rate kept climbing through the transition.
Built to keep improving
SNIPES has achieved 65% deflection and 50–60% resolution rate through continuous improvement and optimisation of a variety of use cases like WISMO. Now a dedicated team member from SNIPES is upskilling on DG Academy to find opportunities to automate more and make further improvements.
A central integrator
DigitalGenius calls out to SNIPES's OMS, UPS, storefront, returns platform and loyalty program, to get the right data and information to genuinely resolve issues.
Chat to another level
When SNIPES expanded from email and helpdesk automation into chat with DigitalGenius pulling directly from its FAQs, automation and coverage spiked. Now repeatable questions get instant answers without an agent ever touching them.
