Case Study: Nectar Sleep achieves greater customer support efficiency with DigitalGenius

Nectar resolves 46% of chat conversations with DigitalGenius

Nectar Sleep, an e-commerce company, faced challenges with repetitive manual processes that created inefficiency for its small customer service team and prevented them from providing 24/7 support. To address this, they partnered with vendor DigitalGenius to implement AI and automation solutions.

Working with DigitalGenius, Nectar Sleep built a bespoke workflow to automatically handle common "Too Firm/Too Soft" mattress queries. This solution achieved over a 50% resolution rate for that specific use case and resulted in a 54% automation rate on email. The automation freed up a supervisor from administrative tasks, improved customer satisfaction scores, and allowed agents to focus on building more personal customer relationships.

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