Case Study: BESTSECRET achieves 45% customer service automation with DigitalGenius

Curating a personalized customer experience

BESTSECRET, an ecommerce company focused on delivering a personalized member experience, needed to keep customer service headcount manageable as it scaled. After evaluating internal options, it turned to DigitalGenius and its AI agent for ecommerce to support automation while maintaining high CSAT and personalized support across multiple markets and languages.

DigitalGenius helped BESTSECRET go live in about six weeks and rapidly expand automation from 10% to 40% of tickets in two months, with automation coverage now above 45% and growing. The solution also supports 10+ languages, custom intents, and tier-based workflows, enabling BESTSECRET to tailor interactions by customer segment and improve service efficiency without sacrificing quality.

BestSecret

Magdalena Koziol

Head of Operational Excellence