Case Study: Bella+Duke reduces cancellations with DigitalGenius

Bella+Duke reduces cancellations by 30% with DigitalGenius

Bella+Duke, a subscription pet food company, faced the challenge of reducing customer cancellations while alleviating the reactive strain on their customer service team. To address this, they partnered with vendor DigitalGenius to implement an AI-powered widget named Digby to automate and improve their cancellation process.

DigitalGenius implemented a solution where the Digby widget provides sophisticated, personalized responses to cancellation requests, including tailored offers and integrated access to vet nutritionist consultations. This resulted in a 30% reduction in cancellations, a 92% customer satisfaction score for the cancellation use case, and added £150 in lifetime value per saved customer, allowing Bella+Duke's team to be more proactive.

Bella+Duke