of tickets automated within 4 months
69%
full resolution rate
85%
of requests to change items fully resolved
About
Organic Basics is a clothing brand that believes in comfort and sustainability for everyone. Designed and based in Copenhagen, Denmark, Organic Basics prioritises its values of sustainability, inclusivity, and doing good.
Website
Organic Basics uses DigitalGenius to automate a range of use cases, but one of the most impactful is when a customer wants to correct an error in their order. This request can be detected immediately and the warehouse alerted automatically - creating a better customer experience and saving Organic Basics time and money.
The Challenge
Like many brands, the team at Organic Basics found the volume of queries it was receiving was getting too large to manage. The team found themselves with less time to engage with their customers and educate them about the brand and its values. On top of that, as they grew in the US they found it hard to offer customer service during US business hours. In looking for a way to provide quicker customer service 24 hours a day, the team looked to DigitalGenius.
Solutions & Results
Amending orders automatically
Customers often make mistakes with orders, whether it’s picking the wrong size or making a typo in their address. When they notice, DigitalGenius very quickly detects the request and can contact the warehouse. This reduces the number of returned orders, saving staggering amounts of money.
Pulling return labels
Organic Basics deploy Narvar for returns, but occasionally the customer doesn’t get the return label. It was a complex job for agents to find and share the label, but now DigitalGenius can pull the label automatically and attach it to a reply in Dixa.
Providing 24/7 service
As Organic Basics has expanded from Denmark, particularly to the US, being able to quickly and automatically resolve customer queries 24/7 has allowed them to maintain strong customer service globally.
Building for the future
Looking ahead, Organic Basics is looking to deploy DigitalGenius’s product recommendations. With an expanding product line and lots of similar-looking but different products, like its range of bras, being able to offer tailored advice and recommendations to customers around the clock could be transformative.
