Reduction in Full Resolution Time
70.5%
Chat Resolution during Peak Period
84%
of WISMO Queries handled during Peak Period
About
musicMagpie is an eCommerce business trading in refurbished consumer tech and physical media such as DVDs, CDs, games and books.
Website
Common issues such as "Where Is My Order" and damaged items are now taking a little over a minute to resolve. With DigitalGenius, musicMagpie can automatically answer questions from customers across a range of languages, and providing an incredibly low first response time.
The Challenge
The musicMagpie team use Zendesk as their main customer service tool. The business had already made strides into creating super-efficient agent processes for certain types of customer enquiry using Zendesk’s native workflow capabilities and through a custom Zendesk app that integrated with their Order Management System. This meant that some of the common reasons for contact like WISMO (where-is-my-order) and damaged item issues were taking just over a minute to resolve.With the strong foundation of the Zendesk platform, the business began exploring ways to leverage AI to take the next step towards even greater operational efficiency and fully automate the simple, transactional tickets. In turn this would free up their most valuable resource – the agents – to focus on the more complex and emotive customer issues.
Solutions & Results
Collaborative Discovery
Route 101 and musicMagpie engaged in comprehensive workshops to deeply understand and address the challenges in customer service, emphasizing a collaborative approach to problem-solving.
Solution Exploration
Focusing on ROI, Route 101 explored various solutions for enhancing email automation, tailoring the approach to musicMagpie's specific needs.
Multilingual Efficiency
DigitalGenius' multilingual capabilities ensured a nuanced understanding of customer intents and seamless integration with existing business processes.
AI-Driven Email Automation
The introduction of advanced AI and machine learning to the email channel enabled the automation of transactional customer queries with over 99% accuracy in intent recognition.
