Turning Negative Interactions into Positive Outcomes In customer service, a complaint or a customer issue does not need to be a disaster, but can actually be an occasion to win customers for life. We'll be joined by two very different types of retailers, who actually have much in common: Stefano De Berardinis from World of Books Group, and Rosa Rivas from Porto's Bakery & Cafe. Join us next Thursday: https://lnkd.in/eQ5qC33E #Customerservice #customerexperience #complaintsmanagement
About us
DigitalGenius
- Website
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https://www.digitalgenius.com
External link for DigitalGenius
- Industry
- Technology, Information and Internet
- Company size
- 11-50 employees
- Headquarters
- London, England
- Type
- Privately Held
- Founded
- 2014
- Specialties
- Automation, Machine Learning, Natural Language Processing, Artificial Intelligence, Chat Bot, Customer Service, Innovation, Omnichannel, Omnichannel experiences, eCommerce, Retail, Retail Technology, and Generative Ai
Products
DigitalGenius
Chatbot Platforms Software
DigitalGenius is a customer experience automation platform that combines ecommerce AI with customisable workflows and integrations. With 60+ retail and ecommerce-specific use cases available out of the box, DigitalGenius helps retailers to automate their responses to repetitive customer queries like "Where is My Order?" and returns/refunds. This results in faster response and resolution times, and frees up agents to deal with more complex queries.
Locations
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Primary
London, England E14 5RE, GB
Employees at DigitalGenius
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Matt Pluck
Senior Sales Engineer - Transforming e-commerce CX with conversational and generative AI
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Ben Alun-Jones
Chief Product Officer // Exited Co-Founder : Unmade
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Konstantin Vinogradov
General Partner at Runa Capital, investing in Open Source & AI/ML
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Bora Titizer
Chief Customer Officer at DigitalGenius
Updates
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Should you tell your customers that the "person" responding to them is an AI? We think that on balance the answer is: yes. And here's why https://lnkd.in/egyUNjUF
Should you tell your customers you have an AI chatbot? - DigitalGenius
digitalgenius.com
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Incredible to see waterdrop® taking over parts of Waterloo Station this morning! Taking the world by storm, one (water)drop at a time! 💧 Kane Sakata Martin Vatchkov
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DigitalGenius reposted this
Guess what new DigitalGenius + Dixa features we been hacking together with Villars Gimm
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PrettyLittleThing.com have deactivated some customer accounts because they had a high number of returns. https://lnkd.in/eHdEZSPF Returns are such a pain for retailers, but a necessary pain. But that doesn't mean you can't use AI to help minimise the pain: 👮♂️ Detect possible fraud, and ensure they jump through the necessary hoops 🤩 Smooth the process for VIPs, and release refunds early 📨 Keep customers informed about the status of their return and refund Watch our video to see how it works!
How to minimise the pain of Ecommerce returns – DigitalGenius
digitalgenius.com
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DigitalGenius reposted this
Most people don't really 'get' my job... I've just got back to the UK after 2 nights in Copenhagen with c-suite colleagues from DigitalGenius and Dixa From the outside, people look at partnerships and see the fancy meals, the glamorous side of work travel, the pretty decent pay... They get attracted to the greener grass and we see them getting stuck in to fluffy pancakes and even fluffier metrics, building skin-level "partnerships" and diving in to public speaking about their product as though they're experts in ecom (whether they are or aren't) because that's what they think they're supposed to do They soon realise that your role is an investment and your investors/leadership expect a return. They realise that a plane, train or hotel look the same wherever you are; and a day spent in meetings is equally as exciting in an office halfway across the world as it is when you dial in from your bedroom. Inevitably, redundancies follow and much of the industry falls into a mistaken belief that it's not a secure career path If they 'got' my job, then they'd see that partnerships is actually about picking winners; then making yourself/your company valuable to those winners Our list of clients shared with Dixa has 10x'd in the last 18 months... I think I'd like to share who I believe the future winners are in ecommerce and explain why I think they're going to win - would anyone find that valuable? #ecommerce #partnerships #customerexperience
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DigitalGenius reposted this
Hint hint Mads Fosselius
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How to Improve First Response Time https://hubs.li/Q02CdvRc0
How to Improve First Response Time - DigitalGenius
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Is peak starting to worry you? Discover how AllSaints were able to cut their backlog by 50% during peak by using DigitalGenius. Find out more here, and get in touch if you want to see how. https://hubs.li/Q02Cdvmb0
AllSaints - DigitalGenius - The AI concierge built for Ecommerce.
digitalgenius.com