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Customer support 08 Feb 2018

DigitalGenius

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Automated eCommerce customer support.

Overview

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DigitalGenius is an AI-powered eCommerce platform that uses Conversational and Generative AI to automatically resolve customer service queries, and answer pre-purchase questions. It is built specifically for eCommerce and retail businesses and deflects repetitive queries away from customer service agents, allowing them to focus on more complex issues and ensuring customers get an answer faster.

DigitalGenius can answer questions across any text-based channel including email, chat, social media and SMS, and is used by companies such as On Running, Brooks Brothers, Emma Sleep, G-Star Raw, Skullcandy, and Quiksilver.

The platform integrates with eCommerce, helpdesk and carrier systems such as Zendesk, Freshdesk, Salesforce Commerce Cloud, Shopify and others. It comes with a built-in dashboard for analytics and reporting. It is customizable to match the brand of the business and is multi-lingual and cross-channel.

Retailers who use DigitalGenius can automatically resolve “Where Is My Order”, returns, refunds, product advice, product recommendations, FAQ, damaged or missing items and many other tickets without any human involvement. This allows customers to get answers 24 hours a day, and helps customer service agents to focus on more complex issues.

Benefits of using DigitalGenius include: improved Customer Satisfaction, reduced ticket resolution time, customer wait time, and fully automated ticket resolutions. They can also see the pre-purchase journey improved with product advice (e.g. sizing and fit), product recommendations (e.g. the right product for a particular use), and FAQ answering (e.g. do you ship to my location).

The platform offers a fully managed implementation with support from product experts. DigitalGenius is an AI solution that learns and evolves from every interaction within the customer network to provide seamless customer experience.

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DigitalGenius was manually vetted by our editorial team and was first featured on March 28th 2023.

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Pros and Cons

Pros

Automates customer service processes

Enhances customer experience

Reduces operational costs

Built for eCommerce businesses

Text recognition technology

60+ pre-built eCommerce use cases

Integrates with carrier systems

Dashboard for analytics and reports

Customizable to match brand

Multi-lingual

Cross-channel functionality

Automatic responses for common queries

Proactively identifies customer issues

Built for quicker resolutions

Contributes to improved CSAT scores

Updates courier, CRM and CMS

Handles order-related queries

Aids in order cancellation

Implemented by renowned companies

Fully managed implementation

Support from product experts

Evolves with every interaction

Focus on customer retention

Faster response times

Out-of-the-box eCommerce integrations

Handles multiple customer service processes

Fast first response time

Provides 24/7 availability

Ensures high accuracy in automated answers

Cons

Limited to eCommerce and retail

Requires integration with systems

Limited pre-built eCommerce use-cases

Manual customization required

May not support all languages

May not cover all channels

Limited image-text recognition capabilities

Exclusively for customer service automation

May have complex implementation process

Q&A

What is DigitalGenius?

DigitalGenius is an AI-powered eCommerce platform specifically designed to automate customer service processes, enhance the customer experience, and reduce costs. It uses AI to automate responses to common customer queries and identifies issues proactively. Notable for its customization options, multilingual and cross-channel support, and integration capabilities, DigitalGenius is used by leading retail businesses.

How does DigitalGenius use AI in eCommerce customer service?

DigitalGenius leverages AI technology to automate responses to common customer queries, proactively identify issues, and provide faster response times, contributing to quicker resolutions. The platform learns and evolves from each interaction within the customer network, enabling a continual improvement in the customer experience.

What features does DigitalGenius offer for eCommerce businesses?

DigitalGenius offers AI image recognition, text recognition technology, and 60+ pre-built use cases for eCommerce. These tools are complemented by multiple integrations with eCommerce and carrier systems. Users have access to a built-in dashboard for analytics and reporting. The platform is fully customizable to match the brand of the business, and supports multiple languages and channels.

What are some specific use cases for DigitalGenius in eCommerce?

DigitalGenius can be effectively leveraged across multiple eCommerce use cases. These include responding to order-related queries, updating courier, CRM and CMS, and facilitating order cancellations. The platform's ability to automate these processes serves to both speed up response times and reduce operational costs.

Does DigitalGenius provide analytics and reporting?

Yes, DigitalGenius provides a built-in dashboard for comprehensive analytics and reporting. This functionality allows businesses to gain insights into customer interactions, response times, issue resolution efficiency, and other key service metrics.

Can I customize DigitalGenius to match my brand?

Yes, DigitalGenius' platform can be completely customized to match the branding of the business. This ensures a coherent and consistent customer experience across all touchpoints.

Is DigitalGenius multilingual and cross-channel?

Yes, DigitalGenius promotes a truly global, interconnected customer service experience through its multilingual and cross-channel capabilities. It empowers businesses to serve customers in multiple languages and across various communication channels.

Can DigitalGenius handle order-related queries?

Yes, DigitalGenius can efficiently handle order-related queries. It can automate responses, update courier, CRM and CMS information, and manage order cancellations, resulting in more efficient and faster customer service.

Does DigitalGenius improve customer service response times?

Yes, DigitalGenius improves response times by automating responses to common customer queries, proactively identifying issues, and providing fast updates on courier, CRM and CMS. This automation and proactive approach significantly reduce the time taken to resolve issues.

Has DigitalGenius been used by well-known companies?

Yes, renowned companies like G-STAR RAW®, QUIKSILVER, and SKULLCANDY have leveraged DigitalGenius and reported significant improvements in resolution time, first reply time, and CSAT scores.

How does DigitalGenius improve CSAT scores?

DigitalGenius improves CSAT (Customer Satisfaction) scores by providing faster response times, automating responses to common customer queries, and proactively identifying and addressing issues. This approach reduces resolution times and enhances the overall customer experience.

Does DigitalGenius offer full implementation support?

Yes, DigitalGenius offers a fully managed implementation with support from its team of product experts. This service ensures a smooth transition and maximum benefits from the platform.

How does DigitalGenius learn and evolve with customer interactions?

DigitalGenius learns and evolves from each interaction within the customer network. This ongoing learning process enables the AI to continually improve its efficiency and effectiveness, delivering a seamless customer service experience and helping businesses retain their customers.

Does DigitalGenius have a built-in dashboard?

Yes, DigitalGenius includes a built-in dashboard. This feature aids in analytics and reporting, allowing businesses to gain valuable insights from aggregated service data.

Does DigitalGenius support image and text recognition?

Yes, DigitalGenius supports both AI image recognition and text recognition technology. These features enable the platform to interpret a wide range of customer inputs and respond effectively.

What type of integrations does DigitalGenius offer?

DigitalGenius offers out-of-the-box integrations with eCommerce and carrier systems. This allows the platform to seamlessly become a part of the existing operational structure, enhancing the efficiency of customer service processes.

Can I see a demo of DigitalGenius before purchase?

Yes, prospective users can book a demo of DigitalGenius through the website. This offers the opportunity to see the platform's features and capabilities in action before making a purchase decision.

What is the average reduction in resolution time with DigitalGenius?

Renowned companies that have implemented DigitalGenius report a significant reduction in average resolution time. For instance, QUIKSILVER reports a 75% reduction in this metric.

Is there a free automation analysis available with DigitalGenius?

Yes, DigitalGenius does offer a free automation analysis. This service provides insights into how the platform could automate various aspects of the customer service process, contributing to enhanced efficiency and cost savings.

How do I book a demo with DigitalGenius?

A demo with DigitalGenius can be booked directly through their website. This option offers businesses the opportunity to see the full capability of the platform and explore how it could be integrated into their operations.