Pawz closes 55% of all tickets with self-service

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  3. Pawz closes 55% of all tickets with self-service

Key Results


Self Service Rate

7 secs

First Response time


Tickets backlog cleared


  • Pawz is an e-commerce brand with a mission to raise money and awareness to help save the hundreds of thousands of shelter dogs who are killed in U.S.
  • Having served 1M+ customers, they donate 10% of net profits to no-kill shelters, to help end the euthanasia of dogs and cats worldwide.

What problems were you trying to solve

  • The Pawz team was looking to bring some order-to-the chaos in their support operations which was across multiple systems.
  • When covid hit, they were left with a huge backlog of tickets and needed a fast way to resolve them.
  • The team was under constant stress and the leadership decided to solve it once and for all by investing in CX automation.

What results were you able to achieve after moving to Richpanel

  • 55%

    Self-service resolution

    Pawz did an overhaul of their customer support process and was able to resolve over 55% of the customer queries without involving an agent. 

  • 7 seconds

    First Response Rate

    With more than half the tickets being resolved by self-service, Pawz agents were able to respond faster, and provide personalized responses to their customers.


We migrated from Zendesk to Gorgias and then to Richpanel. We reduced agent handled interaction by more than 50% . The self-service portal is helping our customers resolve most of the queries and only redirecting the complex issues to our team.

  • Julian Quintães, CEO

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