Case Study: YouGarden achieves peak-season efficiency with DigitalGenius

DigitalGenius enabled handling a peak with 16% fewer agents

YouGarden, an ecommerce gardening retailer, faced unpredictable customer-service spikes driven by weather and delayed catalogue deliveries, which created a surge in tickets and made it hard to respond quickly to simple questions. With DigitalGenius and its AI agent, Doug, the team needed a way to manage peak demand, handle more WISMO (“Where is My Order”) inquiries, and avoid hiring and training additional staff.

DigitalGenius implemented automated email support, call-to-email deflection, and a WISMO widget integrated with Freshdesk, AMO, and Whistl. The results included a 59% ticket resolution rate, 84% of WISMO tickets handled automatically, and 16% fewer outsourced agents needed during peak periods. YouGarden said DigitalGenius helped them absorb higher demand without the usual pressure on the team.

YouGarden

Julie Chew

Head of Customer Services