DigitalGenius

Automated eCommerce customer support.

customer support automation

Tool Information

Primary Task	Customer support
Category	communication-and-support
Sub Categories	customer-support workflow-automation
Country	United Kingdom

DigitalGenius is the AI concierge for ecommerce brands that resolves your customer service tickets, saves you money, and delights your customers. A unified platform combining conversational, visual and generative AI to fully understand and respond to customer queries, layered on top of deep integrations to your existing tech stack to fully resolve customer service tickets. Automatically resolve 60+ common ecommerce use cases, such as Where Is My Order, Returns, Refunds, Warranty Checks, Order Amends, and many more, across email, chat, social, voice and more. Used by major retailers like Reebok, SkullCandy AllSaints, air up, Rapha, On, Emma Sleep, Camper and Clarins, we can transform your customer service. "In no time at all we were automating 40% of our contacts, with a resolution rate of 90% while hitting our CSAT goal of 95%" - Beauty Pie "DigitalGenius has given us back control over our inbox – reducing our customer wait time by 93%." - On "The results have been amazing, and we have seen an ROI of over 600% since deploying the platform." - air up Fewer tickets for your agents to handle. Faster first response times. Quicker ticket resolution times. Lower cost-per-ticket. Happier agents. Happier customers.

DigitalGenius is a London-based company founded in 2013 that specializes in artificial intelligence solutions for customer service automation, particularly in the e-commerce sector. The company develops AI technologies that help enterprises engage with customers in a personalized manner. DigitalGenius integrates with customer relationship management (CRM) and customer service platforms to train AI assistants using historical customer service interaction transcripts.

The company offers a variety of AI-powered services, including conversational AI for automated customer interactions, visual AI for enhanced customer service, and generative AI that provides empathetic and personalized responses. This generative AI is fine-tuned for e-commerce applications and adapts to the brand's tone of voice, utilizing content from knowledge bases and FAQs to streamline responses. DigitalGenius collaborates with leading e-commerce brands to improve customer satisfaction and has raised $21.85 million in funding from notable investors.

Pros
Automates customer service processes Enhances customer experience Reduces operational costs Built for eCommerce businesses Text recognition technology 60+ pre-built eCommerce use cases Integrates with carrier systems Dashboard for analytics and reports Customizable to match brand Multi-lingual Cross-channel functionality Automatic responses for common queries Proactively identifies customer issues Built for quicker resolutions Contributes to improved CSAT scores Updates courier CRM and CMS Handles order-related queries Aids in order cancellation Implemented by renowned companies Fully managed implementation Support from product experts Evolves with every interaction Focus on customer retention Faster response times Out-of-the-box eCommerce integrations Handles multiple customer service processes Fast first response time Provides 24/7 availability Ensures high accuracy in automated answers

Cons
Limited to eCommerce and retail Requires integration with systems Limited pre-built eCommerce use-cases Manual customization required May not support all languages May not cover all channels Limited image-text recognition capabilities Exclusively for customer service automation May have complex implementation process

Management Team

Bogdan Maksak

CEO

Chris Kellner

CEO

Dmitry Aksenov

Founder and CEO

Mikhail Naumov

Co-Founder; President & CSO

Roque Versace

CRO

Frequently Asked Questions

1. What is DigitalGenius?

DigitalGenius is an AI-powered eCommerce platform specifically designed to automate customer service processes, enhance the customer experience, and reduce costs. It uses AI to automate responses to common customer queries and identifies issues proactively. Notable for its customization options, multilingual and cross-channel support, and integration capabilities, DigitalGenius is used by leading retail businesses.

2. How does DigitalGenius use AI in eCommerce customer service?

DigitalGenius leverages AI technology to automate responses to common customer queries, proactively identify issues, and provide faster response times, contributing to quicker resolutions. The platform learns and evolves from each interaction within the customer network, enabling a continual improvement in the customer experience.

3. What features does DigitalGenius offer for eCommerce businesses?

DigitalGenius offers AI image recognition, text recognition technology, and 60+ pre-built use cases for eCommerce. These tools are complemented by multiple integrations with eCommerce and carrier systems. Users have access to a built-in dashboard for analytics and reporting. The platform is fully customizable to match the brand of the business, and supports multiple languages and channels.

4. What are some specific use cases for DigitalGenius in eCommerce?

DigitalGenius can be effectively leveraged across multiple eCommerce use cases. These include responding to order-related queries, updating courier, CRM and CMS, and facilitating order cancellations. The platform's ability to automate these processes serves to both speed up response times and reduce operational costs.

5. Does DigitalGenius provide analytics and reporting?

Yes, DigitalGenius provides a built-in dashboard for comprehensive analytics and reporting. This functionality allows businesses to gain insights into customer interactions, response times, issue resolution efficiency, and other key service metrics.

6. Can I customize DigitalGenius to match my brand?

Yes, DigitalGenius' platform can be completely customized to match the branding of the business. This ensures a coherent and consistent customer experience across all touchpoints.

7. Is DigitalGenius multilingual and cross-channel?

Yes, DigitalGenius promotes a truly global, interconnected customer service experience through its multilingual and cross-channel capabilities. It empowers businesses to serve customers in multiple languages and across various communication channels.

8. Can DigitalGenius handle order-related queries?

Yes, DigitalGenius can efficiently handle order-related queries. It can automate responses, update courier, CRM and CMS information, and manage order cancellations, resulting in more efficient and faster customer service.

9. Does DigitalGenius improve customer service response times?

Yes, DigitalGenius improves response times by automating responses to common customer queries, proactively identifying issues, and providing fast updates on courier, CRM and CMS. This automation and proactive approach significantly reduce the time taken to resolve issues.

10. Has DigitalGenius been used by well-known companies?

Yes, renowned companies like G-STAR RAW®, QUIKSILVER, and SKULLCANDY have leveraged DigitalGenius and reported significant improvements in resolution time, first reply time, and CSAT scores.

11. How does DigitalGenius improve CSAT scores?

DigitalGenius improves CSAT (Customer Satisfaction) scores by providing faster response times, automating responses to common customer queries, and proactively identifying and addressing issues. This approach reduces resolution times and enhances the overall customer experience.

12. Does DigitalGenius offer full implementation support?

Yes, DigitalGenius offers a fully managed implementation with support from its team of product experts. This service ensures a smooth transition and maximum benefits from the platform.

13. How does DigitalGenius learn and evolve with customer interactions?

DigitalGenius learns and evolves from each interaction within the customer network. This ongoing learning process enables the AI to continually improve its efficiency and effectiveness, delivering a seamless customer service experience and helping businesses retain their customers.

14. Does DigitalGenius have a built-in dashboard?

Yes, DigitalGenius includes a built-in dashboard. This feature aids in analytics and reporting, allowing businesses to gain valuable insights from aggregated service data.

15. Does DigitalGenius support image and text recognition?

Yes, DigitalGenius supports both AI image recognition and text recognition technology. These features enable the platform to interpret a wide range of customer inputs and respond effectively.

16. What type of integrations does DigitalGenius offer?

DigitalGenius offers out-of-the-box integrations with eCommerce and carrier systems. This allows the platform to seamlessly become a part of the existing operational structure, enhancing the efficiency of customer service processes.

17. Can I see a demo of DigitalGenius before purchase?

Yes, prospective users can book a demo of DigitalGenius through the website. This offers the opportunity to see the platform's features and capabilities in action before making a purchase decision.

18. What is the average reduction in resolution time with DigitalGenius?

Renowned companies that have implemented DigitalGenius report a significant reduction in average resolution time. For instance, QUIKSILVER reports a 75% reduction in this metric.

19. Is there a free automation analysis available with DigitalGenius?

Yes, DigitalGenius does offer a free automation analysis. This service provides insights into how the platform could automate various aspects of the customer service process, contributing to enhanced efficiency and cost savings.

20. How do I book a demo with DigitalGenius?

A demo with DigitalGenius can be booked directly through their website. This option offers businesses the opportunity to see the full capability of the platform and explore how it could be integrated into their operations.