"Automate ecommerce customer service with AI integrations."
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Updated 3 Days Ago
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3 Advocates
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2 Verified Clients
Nutshell
DigitalGenius helps marketers streamline customer service by using AI to fully automate query resolution. Through deep integration with existing systems, it allows seamless handling of issues like refunds, returns, and lost packages without human intervention, improving efficiency and customer satisfaction.
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Digital Genius's Website Claims...
A summary of the claims made on Digital Genius's website as noticed by our bot, Vinny.
Deep Seamless Integrations
DigitalGenius claims that their platform seamlessly integrates with existing ecommerce and service platforms, resolving customer queries faster.
AI-Powered Empathy
DigitalGenius claims that their generative AI provides empathetic, personalized responses improving brand loyalty and customer experience.
Proactive Customer Support
DigitalGenius claims that their proactive AI detects and resolves issues before customers reach out, enhancing service efficiency.
Case Studies
AI improves On's customer service dramatically, enhancing satisfaction.
93%
Reduction in customer wait time
600%+
Return on investment from AI implementation
Situation
Rapid growth requiring innovation
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On Running's exponential growth strained customer service.
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Complex inquiries increased, particularly in product advice.
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Partnership with DigitalGenius aimed to resolve challenges.
On Running, known for its innovative high-performance athletic footwear and sportswear, faced significant customer service challenges due to rapid growth. Their expansion, adding hundreds of millions in revenue yearly, necessitated a scalable solution to maintain premium customer service. The increasing complexity of customer inquiries, particularly around product advice, required a dynamic system to respond efficiently and accurately. DigitalGenius, an AI-driven platform, partnered with On to address these challenges, leveraging advanced AI capabilities to resolve customer inquiries and provide personalized shopping experiences.
Task
Implement scalable AI solutions
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Deploy AI to manage majority inquiries.
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Ensure multilingual, empathetic responses.
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Integrate seamlessly with existing systems.
The task was to implement AI-driven solutions to enhance On's customer service capabilities amidst their rapid business growth. DigitalGenius was tasked with deploying systems capable of responding to over 70% of inquiries autonomously, across multiple languages and regions. Seamless integration with On's existing platforms was essential to provide fast, empathetic responses. The AI solution needed to support On's ongoing innovation and ensure that all interactions, from straightforward inquiries to complex product advice, were handled with precision and care while reducing the burden on human agents.
Action
Deploying advanced AI strategies
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AI tools enhanced service personalization.
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Proactive automation pre-empted issues.
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Visual AI streamlined warranty claims.
DigitalGenius implemented a suite of AI tools to revolutionize On's customer service. Their generative AI enabled high levels of personalization, automated resolutions for over half of inquiries, and streamlined processes through 15+ deep integrations with On’s existing systems. By scanning orders and proactively automating issue resolution, the proactive AI component preemptively addressed potential customer concerns. Additionally, the implementation of Visual AI for damage detection allowed for efficient handling of warranty claims, thereby enhancing customer satisfaction and providing valuable insights for product development.
Result
Transformative impact on operations
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Customer wait times reduced by 93%.
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50% inquiries resolved without agents.
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Achieved 600%+ return on investment.
The integration of DigitalGenius AI led to a transformative impact on On's operations. Customer wait times were reduced by 93%, significantly increasing satisfaction. The AI managed to autonomously resolve over 50% of inquiries without agent intervention, doubling agent productivity and handling 250% more tickets with minimal staff increases. Additionally, the collaboration resulted in a 600%+ return on investment. By empowering On's customer service team with these AI-driven capabilities, On was able to maintain and elevate their premium customer service standards, even as they scaled globally.
Keywords
DIGITALGENIUS AI
ON RUNNING CUSTOMER SERVICE
AI IN E-COMMERCE
PROACTIVE AUTOMATION
GENERATIVE AI
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