How Gardencup automated CX and cut refund delays by 80% using SigmaMind AI

Overview


Brand: Gardencup
Industry: Food & Beverage (Fresh Salad Subscriptions)
Challenge: Manual, slow, and error-prone customer service processes risking revenue and customer loyalty
Solution: SigmaMind AI - AI-driven, customizable customer experience automation
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The Challenge


Gardencup, a rapidly growing fresh salad subscription brand, faced critical customer experience (CX) challenges that impacted both their bottom line and brand reputation:

  • Order Delivery Issues: Customers whose orders arrived late or spoiled demanded immediate refunds or credits.
  • Time-Sensitive Cancellations: Given the perishable nature of their product, customers needed the ability to skip or cancel orders urgently — sometimes just hours before the scheduled charge.
  • Operational Bottlenecks: Gardencup’s customer support team had to manually verify order status, check upcoming charge dates, and process cancellations or credits, leading to human error, delays, and financial losses.

An initial attempt to automate these tasks using a traditional AI tool fell short. The platform lacked the deep customization, intelligent verification workflows, and real-time responsiveness Gardencup required.

Additionally, managing a fresh food supply chain demanded real-time, accurate order tracking information. Gardencup relied on specialized platforms that provided live updates on order status. SigmaMind AI needed to integrate seamlessly with these systems to provide accurate updates to customers and efficiently handle urgent order change or cancellation requests.
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The SigmaMind AI Solution


Gardencup partnered with SigmaMind AI to redesign their customer service operations with a focus on speed, accuracy, and cost efficiency. The implementation included:

1. Instant Incident Resolution

SigmaMind AI's AI agents were built to immediately engage with customers reporting missing or spoiled deliveries.

  • Verification Automation: Customers were prompted to upload an image of the spoiled salads directly in the chat/email.
  • Real-Time Credit Processing: Upon verification, credits that met Gardencup’s refund policy guidelines were issued instantly without manual intervention, improving customer satisfaction and reducing wait times dramatically.

2. Smart Order Management

To prevent shipping costs and food wastage:

  • SigmaMind AI could check the customer's next charge date and time in real-time.
  • If a cancellation or skip request came before the charge window, the AI automatically processed it, saving Gardencup thousands in perishable inventory and outbound shipping losses.

3. Seamless Integration and Customization

Unlike their previous tool, SigmaMind AI offered deep customizability, allowing Gardencup to tailor workflows exactly to their business logic, from custom refund policies to specific charge cut-off rules.

SigmaMind AI was also integrated with Gardencup’s real-time supply chain platforms, enabling it to pull live order tracking information and manage customer updates and order modifications with high accuracy.
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Results

  • 80% reduction in refund processing time
  • Cost savings by preventing unnecessary shipments
  • 90% faster response time to time-sensitive customer requests
  • 20% improvement in CSAT (Customer Satisfaction Score)
  • First Response Time (FRT) reduced to 8 minutes, down from over 1 hour
  • Resolution Time decreased from over 15 hours to just 1 hour
  • Increased customer loyalty by offering real-time support and proactive issue resolution
“We had tried another AI solution before, but it just couldn’t grasp the nuances of our weekly, perishable subscription model - especially when it came to last-minute changes, skips, or cancellations that directly impact our bottom line. SigmaMind AI not only delivered a smarter, faster system - they took the time to truly understand our operations, our customers, and what matters most to us. It’s rare to find a partner that brings both cutting-edge tech and real human care. They’ve helped us scale our CX with confidence, precision, and heart.” - Christy Dixey, Director of E-commerce @Gardencup

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Conclusion


By leveraging SigmaMind AI’s intelligent, customizable automation, Gardencup not only improved customer satisfaction but also protected their margins in a business where every minute and every salad counts.

SigmaMind AI enabled Gardencup to scale smarter, not harder.

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