DigitalGenius

“DigitalGenius has been a fantastic partner for us. The expert service we receive from our account team means we are in great hands. It has completely changed the way we are working – customers are happy, our agents are happy, and we are becoming a more proactive department that adds value to the business.”

“Last peak was challenging, but I feel so much less panicked about the upcoming one because of DigitalGenius. One of our brand values is continuous improvement, and DigitalGenius’s approach to project planning has ensured we’re consistently optimizing the experience. The CSAT scores speak for themselves – now we’re just looking at other areas where DigitalGenius can help us.”

“DigitalGenius has created a bot that works perfectly, responding to customer complaints and tagging them at the same time when further work is needed. We no longer spend our time answering repeatable questions. The support department now deal with the most difficult cases leaving our DigitalGenius Bot taking care of the rest.”

“For anyone looking to explore DigitalGenius, I’d say jump in with two feet. The team have been great at explaining and mitigating any anxiety about AI that we had. DigitalGenius is a great partner for us because they understand customer service in ecommerce, and the results we’ve seen have been amazing for us.”

“DigitalGenius has been a great partner for us. I’ve tried a few plug and play options in the past which haven’t worked out. But DG has been able to evolve over time to match how Club L London has evolved with new integrations and services – it really is a partner for the long term.”

“DigitalGenius really helped us in a time of need. Our ticket volume grew significantly due to the point where our team was struggling. DigitalGenius is an incredible help to myself and my team, helping us stay on top of customer queries, and allowing us to deliver fast and effective service especially in peak periods.”

“I would definitely recommend DigitalGenius. One of the things we really value is DigitalGenius’ expertise and experience in the ecommerce space. It meant that right from day one we were able to use the intents and get up and running quickly. It’s enabled us to provide an experience that feels unique to our brand.”

“Since onboarding with DigitalGenius, our customer wait time has significantly improved. It’s reduced pressure in the team, made peak more manageable, and the feedback from customers has been great. The DigitalGenius team has helped us every step of the way, everything we’ve asked for has been done, and the team is so responsive.”

“Our team has fully embraced the solutions provided by DigitalGenius, which have played a key role in maximising our CSAT scores - especially in cases where we successfully combine the strengths of AI with the empathy and expertise of our human agents.”

“One of DigitalGenius’s superpowers is its exceptional customer-centric approach, which helps streamline customer interactions and ensure seamless service delivery. Within just a few weeks, we successfully automated a significant portion of customer contacts - all without compromising the quality of our service.”

“We’re really impressed with the capabilities of DigitalGenius, the quality of responses, and how personalized the conversations are. I’m surprised by how we don’t need to start small and build, but can start with a big bang on each use case.”

“We were able to launch within a couple of weeks. In no time at all we were automating 40% of our contacts, with a resolution rate of over 90%, whilst hitting our CSAT goal of 95%… we are so happy to have DigitalGenius as partners for the future.”

“The DigitalGenius partnership is still positive and productive several months into the relationship. We continue to work at pace, and are rising to meet each other’s demands. It’s a balanced relationship where we’re leveraging each other’s expertise and innovative ideas. If DigitalGenius tells us something will work, we trust them. If we bring an idea to the table that won’t work or isn’t possible, they suggest alternatives, that are usually better than the original idea.”

“This has made a massive difference to our team, and has helped us to handle peaks with greater success.”

“I keep pinching myself! I can’t quite believe some of the results we’re seeing with DigitalGenius. Our backlog has significantly reduced compared to last year, and our average handle time has also seen a remarkable decrease.”

“DigitalGenius has been an incredible partner for us. The technology has allowed us to provide a consistently better customer experience, while allowing us to scale the team. The results have been amazing, and we have seen an ROI of over 600% since deploying the platform.”

“It has been refreshing to work with DigitalGenius because everything we were sold on seems to be possible, and it’s great that our expectations have been met. We’ve been able to absorb a higher demand without our team feeling the pressure of previous years. The DigitalGenius team are fantastic and I can’t recommend them enough.”

“DigitalGenius is such a powerful tool – which has needed very little programming work from our side. It’s been key to allow us to give a consistently great experience to our customers, while we grow as a company. The team are real partners to us, and I’m really excited by the developments in image recognition and proactive automation that we’re working on.”

“We wanted to be able to offer automation with a human touch, which we are able to do with DigitalGenius. We’ve been able to do more than just a standard automation – by catering responses depending on different statuses, we’re able to personalise the response as best as possible.”

“AI isn't just a deflection tool for us anymore, it's part of our experience. And that's only possible because DigitalGenius tells you what's happening live and hits the ground running with you. That's the difference. Every single person at DigitalGenius acts like your friend, an advocate, a source of truth.”

“AI is a scary world to jump into, and DigitalGenius takes that worry away. Having tried a more simple and cheaper bot, DigitalGenius was well worth the investment to improve the overall customer experience. The results speak for themselves. Your customers will thank you, and your people will thank you.”

“Working with the DigitalGenius team has been great. The integration with Dixa allowed us to get some quick wins, and it has helped me to evolve the customer experience for the better. I’m able to reserve my agents for the more complex cases where I know that they can truly add value.”