Case Study: Blakely improves response times and automates support with DigitalGenius

Blakely boosts chat deflection to 75% with DigitalGenius

Blakely, a fast-growing fashion brand, faced significant challenges during peak periods as its small customer service team struggled with slow response times. To improve customer experience and handle their phenomenal growth, Blakely turned to DigitalGenius for its AI-powered customer service solution.

By implementing DigitalGenius on email and chat, Blakely dramatically improved response times, with customers now receiving meaningful responses in minutes. The solution automated 45% of email conversations and achieved a 65% resolution rate on email, while chat saw a 75% deflection rate. DigitalGenius also enhanced security by validating customer identities and freed up the team to focus on more complex queries, making peak periods manageable and improving customer feedback.

Blakely