The Challenge

As a long-running retail brand, Wickes understands that a great customer experience is essential to its success. The team at Wickes were always looking at ways to improve their customer success and respond to customers faster. With that ambition in mind, the team looked to embrace technology to solve that challenge. 

Wickes looked at ways that it could automate many of its customer service processes and divert at least 15% of contact queries away from its agents. The goal was to reduce first response time and customer wait time. That’s where DigitalGenius and Ascensos came in.

The Solution

Using DigitalGenius’s AI to detect the intent of its tickets, Wickes were able to select 16 different use cases out of the box to automate some of its more repetitive queries, such as WISMO (Where Is My Order), Change Delivery Address, Cancel Order, and How to Return. 

Ascensos integrated DigitalGenius into Wickes’ Zendesk platform, and set up the automations using DigitalGenius’s intuitive Flow Builder. This allowed Wickes to achieve end-to-end resolutions automatically, but also to escalate any more complex issues to an agent for resolution. 

After 6 weeks of integration, over 30% of incoming tickets in these use cases were being resolved automatically – over 2x the initial target. For these segments, there was a 99% reduction in first reply time, and a 60% reduction in customer wait time.