Case Study: Blakely achieves faster customer response times with DigitalGenius

Blakely dramatically improve response time with AI on email and chat

Blakely Clothing, a fast-growing fashion brand, was struggling to keep customer response times low during peak periods with a small team. The company looked to DigitalGenius and its AI Agent for ecommerce to help handle rising volumes across email and chat while maintaining the high level of customer experience Blakely wanted to deliver.

With DigitalGenius, Blakely dramatically improved response times and reduced pressure on the team. In a little over six months, the company reached a 75% chat deflection rate, a 65% email resolution rate, and 45% of email conversations automated, with customers getting meaningful responses in minutes. DigitalGenius also helped protect privacy by verifying three points of personal information before sharing sensitive data.

Blakely

Laura Carley

Customer Experience Manager