tickets fully resolved
46%
of tickets automated
71%
requests to change items fully resolved
About
Grenade was founded on a simple mission: to become the leading brand in Sports Nutrition. Its best-selling Grenade Protein Bars have become iconic and Grenade’s products are now sold in over 80 countries.
Website
As Grenade looked to scale their business, the team were looking for a way to maintain efficiency but also make the most of their best asset: their relationships with their customers. DigitalGenius is helping Grenade to achieve those twin goals through AI-driven automation.
The Challenge
Grenade had ambitious plans to grow its direct to consumer model and take advantage of its unique approach to customer experience. Grenade is aiming to deliver what the customer wants, in order to build a strong lifetime value with its customers. To be able to offer the level of service that is required while staying efficient meant adopting AI and automation. That’s where DigitalGenius came in.
Solutions & Results
Above and beyond responses
Previously because agents were under pressure to handle tickets as fast as possible, they weren’t free to go above and beyond for customers. Now, because many of the mundane and repetitive tickets are being handled by DigitalGenius, it frees up Grenade’s agents to tailor responses, or include an extra piece of stock or coupon in the next order.
One touch tickets
Answering simple questions as quickly as possible allows Grenade to focus on tickets where it can make a difference. Implementing one touch tickets, has allowed Grenade to be more efficient and provide the right customer experience.
Confidence in the cover
For Grenade’s small but growing CX team, we provide considerable cover when team members are sick, on holiday, or when there are warehouse issues, which gives the team confidence.
Maintaining Trustpilot scores
Online reviews are the lifeblood of any growing retailer, and so Grenade pay a lot of attention to Trustpilot reviews. When there was a warehouse issue early on in 2024, DigitalGenius were able to help Grenade handle that, and as a result help maintain a strong Trustpilot score, with reviews mentioning customer service specifically.
