About
waterdrop® is on a mission to encourage people to drink more water with the pioneering Microdrink – compressing the best fruit and plant extracts into a cube so it can be added to a bottle of water. Like any company with a growing number of devoted customers, the customer experience is at the heart of what waterdrop® does.
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waterdrop uses AI automation to improve both the customer and employee experience
waterdrop® is on a mission to encourage people to drink more water with the pioneering Microdrink – compressing the best fruit and plant extracts into a cube so it can be added to a bottle of water. Like any company with a growing number of devoted customers, the customer experience is at the heart of what waterdrop® does.
The Challenge
As a fast-growing business, the waterdrop® team wanted to be able to handle more tickets within their existing customer success team. They also wanted to offer more channels for customers to get in touch, but realised that they did not have the capacity to provide that service while maintaining a great customer experience. waterdrop® realised that automation would help them to do this.
Solutions & Results
Ticket Prevention Mastery
DigitalGenius and NetSuite's collaboration effectively cancels or amends orders, averting the creation of 3-4 additional tickets each time, showcasing a significant reduction in customer service workload.
Personalized Service
Ticket deflection gives the customer success team more time for personalized service, improving overall customer engagement and satisfaction.
Impressive Service Results
50% reduction in support tickets for fully automated resolutions, showing DigitalGenius' effectiveness.
Enhanced Employee Experience
By offloading repetitive tasks, DigitalGenius allows agents to focus on impactful tickets, enhancing their job satisfaction and enabling them to deliver more meaningful customer interactions.
