How Snow automated customer service to put a smile on 500,000+ customers

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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.  

What results were you able to achieve after moving to Richpanel

  • 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. 

  • 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.   

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