Case Study: Waterdrop reduces support tickets by 50% with DigitalGenius

waterdrop uses AI automation to improve both the customer and employee experience

Waterdrop, the hydration brand behind Microdrink, wanted to scale customer support and offer more contact channels without overloading its customer success team. To meet that challenge, Waterdrop turned to DigitalGenius for AI-powered ecommerce automation that could improve both customer and employee experience.

DigitalGenius helped Waterdrop automate repetitive support tasks, including cancelling or amending orders and handling loyalty point requests across six languages. The result was 3–4 tickets prevented per cancelled or amended order, a 50% reduction in support tickets, and faster processing of loyalty tasks, allowing the team to focus on more personalized customer service.

Waterdrop

Kane Sakata

Subject Matter Expert Customer Service