Case Study: Grenade achieves 46% automated tickets with DigitalGenius

Creating explosive customer experience.

Grenade, a growing direct-to-consumer ecommerce brand, needed to scale efficiently without losing the strong customer relationships that support its lifetime value goals. To do that, Grenade worked with DigitalGenius and its AI agent for ecommerce, integrating it with Zendesk, Shopify, and DPD to help manage support volume while maintaining high service standards.

DigitalGenius automated repetitive and mundane tickets, enabling 46% of tickets to be automated and 40% fully resolved, while 71% of item-change requests were fully resolved. This freed Grenade’s agents to provide more personalized support, helped maintain strong Trustpilot scores during a warehouse issue, and gave the CX team greater operational cover during busy periods, absences, and disruptions.

Grenade

Cameron Goldie

Head of Ecommerce