How Bicycle warehouse provided quality service and gained customer loyalty.

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Key Results


84%

Customer Satisfaction Score

3 min

First Response Time

Live Chat

Previous Helpdesk

Background

  • Mission – “To inspire your passion to ride so you enjoy more fitness, freedom and fun in your life”.
  • Omnichannel retailer. Operating 5 stores across the U.S and selling Online.
  • Enjoying 30% + revenue growth in 2020. Focused on great service in-store or online.

What problems were you trying to solve

  • Could not give immediate feedback/answers to our guests and let them help themselves.
  • We were unable to respond with a correct answer with complete details.
  • We wanted to scale up our business to a bigger level with less human resources.

What results were you able to achieve after moving to Richpanel

  • 84%

    CSAT

    Having implemented self-service and advanced features for agents, we are constantly moving CSAT up and we are not done yet.

  • <3 mins

    First Response Time

    Our teams have been able to reduce the first response time to less than 3 mins. Our customers did not have to wait and can help themselves 24/7.

5.0

Our customer service reps are not the most tech-savvy, but they took to Richpanel like fish to water and started serving customers promptly. This combined with self-service completely changed our CSAT!

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