Case Study: Beauty Pie achieves 40% automated customer enquiries with DigitalGenius

CSAT score of 95% through automation

Beauty Pie, a subscription beauty brand, was looking to cut the time and cost of handling repetitive customer service enquiries, especially around subscription cancellations and downgrades. In partnership with DigitalGenius and Route 101, the company needed a way to reduce transactional tickets while maintaining a strong customer experience and high CSAT.

DigitalGenius implemented an AI customer service solution that automated a large share of Beauty Pie’s support work. During the trial, DigitalGenius handled 12,000 tickets per week, or 40% of total enquiries, with a 96% success rate and minimal agent intervention, helping Beauty Pie reach a 95% CSAT and reduce first response time by 90%. The system effectively automated the work of five agents and helped Beauty Pie scale without increasing headcount proportionally.

Beauty Pie

Chandni Bhatt

Senior Manager