Case Study: Crocus achieves 86% ticket deflection with Alhena AI

A Powerful Partnership Delivering Support Excellence

Crocus, a leading online gardening retailer, faced significant challenges due to seasonal surges in customer inquiries, which drove up staffing costs and slowed response times. Managing complex plant care queries while maintaining their high standard of service became increasingly difficult. To address this, they partnered with vendor Alhena and implemented its generative AI solution.

Alhena’s AI was integrated with Crocus's Freshdesk system and trained on their plant care content to handle nuanced inquiries. The solution delivered impressive results, including an 86% ticket deflection rate and a reduction in the ticket reopen rate to just 3.7%. Customer satisfaction scores also rose to 84%. This allowed Crocus to reduce seasonal staffing strain and empower their human agents to focus on more complex issues.

Crocus

Ben O'Donnell

Head of Customer Service