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Protected: How we achieved 55% reduction in support tickets

55%

REDUCTION IN TICKETS

<3 mins

RESPONSE TIME

10%

CHAT CONVERSION

Your turn to provide exceptional customer service

Background

  • Designer Jewelry for men known for it’s elegant design whether that’s on the website or it’s products
  • Growing super fast. Support team has grown from merely 3 agents to 15 agents in 2020.
  • Sold over 100,000 pieces in 2020 alone.

What problems were you trying to solve

  • We are allowing customers to easily seek the answers they require in a swift, comfortable, yet stylized and intuitive fashion
  • We are also alleviating bandwidth on our in-house CS team, allowing them to focus energy on pain points of the CS department as a whole.

Solutions we considered

What results were you able to achieve after moving to Richpanel

  • 55%

    Reduction in tickets

    We were able to design self service flows and reduce our agent workload by 55%. Our customers are also happier since they can resolve their issues 24 by 7 even when our team is away.

  • 3 mins

    First response time
    We have been able to reduce our first response times to less than 3 minutes and respond to customers faster.

Now it's your turn to
deliver world class support

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