Case Study: Organic Basics achieves faster 24/7 customer service and automated order changes with DigitalGenius

Organic Basics automates 41% of tickets in 4 months with DigitalGenius

Organic Basics, a Denmark-based retailer, faced challenges in managing high volumes of customer service queries, which limited their ability to engage with customers and provide support during US business hours as they expanded. To provide quicker, 24/7 service, they looked to the AI platform from vendor DigitalGenius.

By implementing DigitalGenius, Organic Basics automated key processes. The solution automatically detects and fulfills order change requests, alerts the warehouse, and pulls return labels from Narvar. This resulted in 41% of tickets being automated within four months and a 69% full resolution rate, saving a staggering amount of money on returns and enabling strong global customer service.

Organic Basics