← DigitalGenius
DigitalGenius role-play cheat sheet
For the mock cold call at the end of most SDR interviews.
What they sell, in one line
AI software that answers online shoppers' customer service questions, like order status and returns, so support teams handle fewer tickets.
Who you'd be calling
VP/Director of Customer Experience, Head of Support, or Ecommerce Ops at mid-sized online retail brands
Your opener
“Hi [Name], this is [You] from DigitalGenius. I know I'm calling out of the blue. Do you have 30 seconds to hear why I called, and then you can tell me if it's worth a conversation?”
Problems you solve for them
- Support teams swamped with repetitive 'where is my order?' and return questions
- Slow replies during busy seasons hurt customer happiness
- Hiring and training more agents costs a lot
Discovery questions to ask
- How many support tickets does your team handle in a typical week, and what are most of them about?
- What happens to your response times during peak season like Black Friday?
- Are you using any automation or chatbot today, and how is it working?
Objections they'll throw at you
“I'm busy right now.”
→ Totally understand, I'll be quick. I'm calling because teams like yours get buried in 'where is my order?' tickets. Would it be easier if I called back at a better time, say tomorrow morning?
“We're not interested.”
→ Fair enough, I wouldn't expect you to be after 20 seconds. Out of curiosity, is it that support is running smoothly, or that automation hasn't been a priority?
“We already use a chatbot or helpdesk tool.”
→ That's great, most of our customers do too. We usually work alongside the helpdesk instead of replacing it. How well does your current tool handle things like order status and returns on its own?
“Just send me an email.”
→ Happy to. So I send you something useful and not generic, what's the biggest support headache for your team right now?
Competitors worth knowing
Gorgias, Zendesk, Ada, Forethought
Interview tips for this company
- Learn the basics of e-commerce support: WISMO ('where is my order'), returns, exchanges. These are the pains you'll talk about.
- Know the difference between a chatbot and AI that takes action, like checking order status or starting a return. Be ready to explain it simply.
Written from public information about DigitalGenius to help you practice. Ask an insider what their role play looked like; it's the best prep there is.