Why ME + EM chose DigitalGenius
10 Aug 2024
5 min read
We are delighted to share that ME + EM, the incredible British womenswear retailer has chosen DigitalGenius to automate its customer service.
ME + EM has been growing fast, which is exciting—but it also means their customer care team is handling up to 3,000 inquiries a week across live chat, email, and phone. That’s a lot. And when most of those questions are the same ones over and over ("Where’s my order?" "Where’s my refund?"), it can burn out even the best team.
That’s where DigitalGenius comes in.
To find out a bit more, we sat down with Rosie Duffy, Head of Customer Care from ME + EM to find out why. You can watch the video below, but here are some key takeaways:
So, why AI? And why now?
Rosie, ME + EM’s Head of Customer Care, had big plans for the team—things like launching a personal styling service for online customers and improving their overall experience. But to make that happen, she needed to free up time for her advisors to focus on more valuable, engaging work (instead of answering the same questions all day).
At the same time, they needed faster response times. Customers don’t want to wait days for a simple answer, and during busy periods, emails were piling up. AI offered a way to solve both problems:
✅ Automate repetitive inquiries
✅ Keep advisors engaged with higher-value conversations
✅ Improve response times and customer satisfaction
Why DigitalGenius?
With so many AI companies out there, Rosie wanted a partner that actually understood retail and customer service, not just tech. She needed experts who could guide her through AI adoption and show her what really works—not just sell software and leave her to figure it out.
A few things stood out about DigitalGenius:
👉 Retail-Focused Expertise – They knew the challenges of e-commerce and customer care inside and out.
👉 Trusted by Big Names – Other brands like Selfridges and Beauty Pie recommended them, which was a huge plus.
👉 Hands-On Support – Their account management was next-level. Weekly check-ins, constant tweaks, and real partnership—not just a set-it-and-forget-it approach.
What’s Happened So Far?
It’s only been four months, but the results have been solid:
🚀 13-15% of email responses are already automated
🚀 Quick wins like automating brochure unsubscribe requests, so advisors don’t waste time on manual tasks
🚀 “Where’s my order?” automation is almost ready to go—this one’s more complex, but it’ll be a game-changer
Rosie’s approach is all about taking things slow and steady, making sure automation improves—not hurts—the customer experience. And the best part? The team is already seeing how AI can help them shift from a cost center to a revenue driver by offering more personalized services and even driving sales through customer care.
Looking Ahead
With a big review coming up, Rosie is excited to explore what’s next—more automation, more efficiency, and more time for her team to focus on what really matters: creating an amazing customer experience.
Watch the full video below.
