DigitalGenius

Meet Kikko, our new Chief Puppy Officer! 🐾 🐶 He’s here to share some pawsome tips to help you navigate Black Friday and the peak season like a pro

A closer look at the people behind the magic, meet Angela J... We asked her a few quick-fire questions about what Life at DG is like 👇 💜 DigitalGenius #DG #LifeAtDG #CX

If you're a subscription brand, you'll need to be aware of the death curve. That's where the ratio of referrals dips below 1, meaning you are unable to grow your subscriber base. Read more about it here. https://hubs.li/Q03TtlmN0

Imagine if every time one of your packages was late, you could let customers know? That's proactive customer service. And that's what some of the brands we work with do. One has taken WISMO queries down as low as they can go by anticipating the questions that will come up. Here's 10 ways you can do it: https://lnkd.in/e73SMcCm

Our Chat Widget just got a major glow-up! We’ve redesigned it from the ground up to deliver a sleeker, faster, and more engaging experience for your customers. What’s new: 😍 Modern, fresh design your customers will love 🫶 Smoother and more intuitive interactions 🛠️ Fully customisable to match your brand perfectly What do you think? Let us know

"Taking away the stuff your team hates doing" – new tagline? As AI Agent providers we can get obsessed about resolution rate or deflection rate. But sometimes the most powerful use case is ones where the AI isn't resolving anything, as Michael Fulvio points out. Seeing when a customer hasn't given you all the information an agent would need to resolve the issue, and doing the back and forth can save your team so much time, while taking away a really boring part of the process. Missing an order number? No file attached? Using a different email address? All things that can be chased down using a tool like DigitalGenius, allowing your agents to get to the root of the problem.

Out of a million contacts, Scentbird sends 60% through an AI flow, with 70-80% of that completely self-serving 🤯 That was just some of the amazing insights Steven Rivera gave our audience at our recent Retail Therapy event in New York. The challenge is growing that number even further – is 85% going through AI the target? It would be an eyebrow-raising amount, judging by Michael Fulvio's reaction! Thanks to Steven and Michael for giving up their time to share a bit of insight ahead of peak this year. What new things are you doing to address peak this year?

"We're going to do this in-house" When it comes to AI projects, that's a common feeling among C-Level executives. Why shell out for a generic platform when you can build something bespoke for your business? The truth is that building requires a lot of expertise that most businesses don't have at their disposal. So, that means new hires, new infrastructure, and a long pre-build period. All of which costs money, possibly more than a 1 year license, but you'll make it back in the long-term, right? When it comes to customer service, it's rarely a one-and-done job. Things change – new warehouses, new suppliers, new product lines, all need fixing. So that's the cost of maintaining the system. Add that to the fact that in-house builds are twice as likely to fail as projects with an external vendor. Is it worth it? Have you considered the total cost of the project and the impact? https://lnkd.in/eefEGF5i