Your turn to provide exceptional customer service
How Snow automated customer service to put a smile on 500,000+ customers
Key Results
87%
Customer Satisfaction Score
60%
Reduction in tickets
Gorgias
Previous Helpdesk
Background
- Snow is a leading Ecommerce brand on Shopify delivering oral care to all..
- Snow serves over 500,000 happy customers and is helping 18 million+ American children get access to dental care.
What problems were you trying to solve
- Snow had the best-in-class product to offer, but the customer service experience wasn’t on par with the product quality.
- The seasonal surge around the holidays left the team with more tickets than they were able to handle.
- Snow decided to implement a solution that minimizes the ticket volume during peak times and a sustainable customer support solution that scales with their order volumes.
Previous Helpdesk
What results were you able to achieve after moving to Richpanel
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87%
CSAT
Snow saw a significant gain on their CSAT, since launching Richpanel. Snow’s customers had a great appreciation for the self-service experience that was offered and the support agents now had the time to engage on the most-critical tickets.
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60%
Reduction in tickets
Richpanel’s self-service worked like a charm for Snow. The ticket volume dropped over 60% within the first 30 days of rolling out the automated support scenarios.
