Case Study: Club L London achieves 59% automation and stronger CX with DigitalGenius

Club L London uses AI to automate the work of 10 agents a week

Club L London, a fast-growing fashion brand, needed a way to scale customer service without headcount rising just as quickly as sales. As the company tripled in size over two years, it turned to DigitalGenius and its AI Agent, Alice, to automate repetitive CX work and support peak-season demand more sustainably.

DigitalGenius implemented Alice across Club L London’s support stack, integrating with tools like Dixa, Shopify, Aftership, and custom systems to speed up resolutions and reduce manual effort. The results were strong: automation reached 59%, resolution rate hit 69%, and the team cut its peak-season need from 44 temporary agents to just 3, while also reducing the need for 41 seasonal agents overall. Customer experience improved too, with Trustpilot rising from 3.84 to 4.79, and better sentiment contributing to higher retention.

Club L London

Fiona Abrams

Head of Customer Experience