Case Study: Nectar Sleep achieves 54% email automation and saves hours of manual work with DigitalGenius

Nectar Sleep save hours of manual work for agents through AI

Nectar Sleep, the ecommerce mattress brand, was struggling with repetitive manual customer service work that consumed agent and supervisor time and made it difficult to provide fast support around the clock. To address this, Nectar turned to DigitalGenius to help automate common workflows across email, chat, and web widgets.

DigitalGenius built bespoke AI workflows for Nectar, including handling “Too Firm/Too Soft” mattress queries and automating warranty claim administration and customer updates. The results included 46% of chat conversations resolved, a 54% automation rate on email, and more than a 50% resolution rate for the “Too Firm/Too Soft” use case, while also freeing the CS supervisor to support frontline teams and improving customer satisfaction.

Nectar

Ren Kerekere

Senior CX & Systems Manager, Resident Home