Learn how BumpBoxx resolves customer queries in 5 seconds!
Challenge
Bumpboxx is a company started with Founder Rob’s passion for the loud boomboxes of the 80s. He started this company only to bring the joy of listening to music on a boombox to today’s generation. And an endeavor that began with a heart, reaches millions!
This is precisely what happened with Bumpboxx during the pandemic as the sales started picking up. With rising sales, support emails began pouring in, and Bumpboxx only had a team of 2 to manage their customer support. They thought of expanding the support team to 15 agents to maintain a smooth growth trajectory.
Bumpboxx’s Customer Support Manager, Christina, saw an opportunity in this surge- to automate the incoming queries. This could enable their customers to resolve the repetitive and basic questions themselves. She thought that this would solve their problem of managing the sudden rise in queries and, more importantly, keep customer happy!
Richpanel and the team are AMAZING! The program is very easy to use, and the team provides impeccable customer service. They tailored Richpanel to fit our team.
Solution
The customer does not want to talk to you, for everything
Bumpboxx valued their customer’s time and did not want them to waste it asking basic questions about products, orders, returns, and exchanges. Instead, Bumpboxx wanted their customers to come to them to have quality conversations and resolve the basic issues in a matter of seconds, by themselves.
Bumpboxx achieved this goal with Richpanel’s flexible and intelligent self-service flows that accounted for the most asked customer queries, such as:
- Product FAQs that answered all questions about their products and let the customers find the right fit for them.
- Order tracking that updated the customers on the status of their order at each event, from packaging, shipping, to delivery.
- Even allow return and exchange without connecting with an agent in seconds.
With Richpanel, Bumpboxx has since been able to resolve their support queries at a median time of 5 seconds!
Richpanel is truly rich in all that this program offers. It pulls every platform that customers use to contact our business into one place. Richpanel cuts down the time it takes for agents to collect information and provides self-service to the customers, reducing the number of messages coming in.
Instant results
Bumpboxx had 600 pending emails when they shifted to Richpanel, a number that had drowned the two agents in a backlog of queries. They cleared this backlog and resolved all queries in 3 hours! Within a day of opting for Richpanel, Bumpboxx was now ready to tackle all incoming support requests and deliver a smooth customer experience at scale.
Customer support is a valuable channel
For any DTC brand, growth happens when all departments chip in to generate value. Often, customer support is overlooked as a revenue-generating opportunity in fast-growing DTC brands. Bumpboxx realized the potential of an excellent customer experience to the customers and how it could create value for the company. They used Richpanel's self-service flow to create personalized experiences for the customers and upsell the right products and accessories.
In the past 18 months that Bumpboxx has used Richpanel, they generated close to $1M revenue with customer support as a channel. Over 25% of it comes from self-service alone, interactions that do not even reach the agent!
Bumpboxx has been around since 2016, bringing you that old school flare with that new school technology. Bumpboxx is a leading global audio equipment brand that provides you with a nostalgic look and a powerful sound, Louder & Better!
