About
Beauty Pie is a fast-growing beauty subscription designed to challenge established mainstream brands. As a subscription business it deals with high volume of transactional customer service requests, which were ripe for automation.
Website
CSAT score of 95% through automation
Working with Route 101, Beauty Pie have been able automate much of their customer service, while matching the CSAT scores that their agents achieve.
The Challenge
The Beauty Pie team found that repetitive, low-complexity enquiries were taking a lot of agent time and effort, and identified that there was an opportunity to reduce the time and cost to serve, whilst reducing customer effort and delivering a better experience to its subscribers. In feedback from customers, Beauty Pie found one of the key areas of frustration was around cancelling or downgrading subscriptions. Not only was this issue causing problems for customers but also it was an area of difficulty for its agents. During the scoping sessions, it was quickly recognised by Route 101 that reducing the number of transactional tickets was vital for this project and that the cutting-edge AI platform from DigitalGenius would be a perfect fit.
Solutions & Results
AI Trial Triumph
During the trial, DigitalGenius impressively handled 12,000 tickets per week, representing 40% of total inquiries, far exceeding initial expectations.
High Success Rate
Achieving a 96% success rate in ticket handling, DigitalGenius demonstrated remarkable efficiency with minimal agent intervention required.
Efficient Enquiry Handling
The AI effectively manages a significant proportion of customer queries, showcasing its capability to handle large volumes of interactions.
Growth Without Headcount
DigitalGenius's success in managing customer interactions means Beauty Pie can grow without proportionally increasing its support team, decoupling business expansion from agent headcount.
