Case Study: YouGarden handles peak demand with fewer agents using DigitalGenius

YouGarden handles 84% of WISMO tickets automatically with DigitalGenius

YouGarden, a gardening retailer, faced the challenge of handling unpredictable customer service peaks caused by weather and logistical issues like delayed catalog deliveries. These peaks created a high volume of tickets that their team struggled to answer quickly, leading to customer dissatisfaction. To provide faster answers and better manage these periods, they turned to the vendor DigitalGenius and its AI-powered service.

DigitalGenius implemented an AI assistant named Doug to handle email responses and a specialized WISMO widget for order queries. This solution allowed YouGarden to handle an unexpected peak with 16% fewer outsourced agents and automatically resolve 84% of WISMO tickets. The measurable impact included a 59% ticket resolution rate and a protected team that did not feel the same pressure as in previous years, with plans to expand the use of DigitalGenius's capabilities further.

YouGarden