Customer Success Story: Raise + Decagon

Raise is building the future of loyalty and rewards for both everyday consumers and global brands. With a growing community of over 6 million users, Raise has facilitated the sale of over $5 billion in gift cards, rewarding customers with more than $250 million in cash back from over 1,000 brands on both their web and mobile apps. The amount of customer inquiries have grown hand in hand with their customer growth, so it’s imperative for the team to ensure they have the right operational pieces in place to support and delight their customers.

As the largest gift card marketplace, Raise handles thousands of support tickets weekly, with over 50% inquiries being simple and straightforward. To address this volume initially, Raise built an off-shore support team. However, Raise's CX leaders continued to experience capacity issues and training difficulties due to language barriers and a lack of quality assurance workflows. Not only that, but the U.S.-based team was manually checking responses to ensure each response was on brand, which resulted in bottlenecks on the rest of their team to get answers out quickly and efficiently.

Rather than selecting a traditional AI solution that requires human success agents to maintain a decision tree and response bank, the CX team at Raise chose Decagon for the platform’s ability to generate dynamic responses tailored to customers' specific needs and account details. By learning from Raise’s existing help center and historical support tickets, Decagon quickly mastered the compliance requirements and nuances of Raise's product, resulting in the Raise team hitting all of their growth benchmarks and more.

Not only that, but Raise was able to lower operational costs while increasing the efficiency and quality of their responses to customers. In particular, the Decagon team built out a number of complex workflows for the AI agent, including customer requests for updating their account, resetting passwords, verifying documents, order lookups, and more.

“Unlike other solutions, Decagon can actually handle complex workflows — their AI agents are actively helping our customers with account updates, document verifications, order inquiries, and more. Decagon has fully taken over tedious, repetitive tasks so that our team can focus on high-touch, top level customer queries,” says Anedria Buckner, Operations Manager. “Plus, we love working with the Decagon team — they’re incredibly helpful, and are always available to answer any questions we have in a timely manner, which has been a huge factor in our mutual success!”

After choosing Decagon, Raise was able to roll out their AI agents quickly thanks to the attentiveness of the team and their quick responses. Specifically, Raise benefited from:

• Dynamic AI responses from Decagon’s AI agents to frequently asked questions, which significantly reduced support volume load on the support team.
• Decagon’s capacity to understand and replicate Raise’s brand voice, which allowed the support team to shift their focus to other priorities without constantly monitoring chats for brand consistency.
• The platform’s multi-language support, which effectively negated the language barrier issues experienced with the offshore team.

All of this has allowed Raise to improve and maintain operational efficiency and high-quality customer service as their customer base expanded. Looking to add GenAI capabilities to your CX team? Reach out to us at sales@decagon.ai.