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

Organic Basics automatically fulfils order change requests using DigitalGenius

Organic Basics, an ecommerce brand expanding from Denmark into the US, was struggling with rising customer query volumes and limited ability to provide fast support across time zones. To improve 24/7 service and free up its team, the company turned to DigitalGenius and its AI agent platform to automate customer service workflows.

DigitalGenius helped Organic Basics automatically detect order-change requests, alert the warehouse, and resolve missing return-label issues through integrations with Shopify, Dixa, and Narvar. The results included 41% of tickets automated within four months, a 69% full resolution rate, and 85% of requests to change items fully resolved, saving Organic Basics significant time and money.

Organic Basics

Christian Peck-Thorsted

Head of Customer Experience