How Alaskan King Crab Co. managed high order volumes through customer service automation without hiring agents
Challenge
After seeing unprecedented growth during Covid19, Alaskan King Crab Co. team decided to revamp their website’s experience. During this revamp, they also took a closer look at their customer support operations. They found agents struggled to stay efficient while delivering a consistent CX in their confusing multi-tool setup on Zendesk. Agents were constantly switching between apps like Instagram, Facebook, Yotpo, Route Insurance, and Shopify. A deluge of pre-and post-purchase questions had also overburdened their support team. This led them to consider expanding the size of their support team.
Solution
Alaskan King Crab Co didn't truly grasp the endless possibilities of well-executed self-service until they saw Richpanel’s full suite of capabilities. Their experience with Zendesk had them thinking self-service was the same as well-written FAQs.
A seamless migration
Alaskan King Crab Co was then taken through Richpanel’s onboarding process.
- Setup integrations (Shopify) and channels - Facebook, Instagram, and Website
- Migration of Zendesk data and ticket analysis to identify self-service opportunities
- CX audit to optimize Alaskan King Crab Co’s use of Richpanel on their channels
- Self-service setup
Self-service with context
Our customer success team first addressed return abuse by limiting the returns a customer could make in a 6-month timespan. They then configured self-service so consumers could track and even edit orders without any human intervention.
Customer 360
From an agent’s perspective, Richpanel’s customer success team helped them enrich their 1:1 interactions by setting up custom data fields like anniversaries, birthdays, and more. Alaskan King Crab Co agents were also pleased to create draft orders, capture payments, and look up each customer’s profile without leaving the Richpanel screen.
Jerrick (our customer success representative) set up a Yotpo integration that let agents moderate and respond to reviews from within Richpanel. More importantly, they set up reports and dashboards to measure agent efficiency and revenue impact.
Alaskan King Crab Co. brings responsibly sourced, wild-caught seafood from dock to doorstep while respecting the traditions followed by generations of fishers in the Bering sea.
