Your turn to provide exceptional customer service
Pawz closes 55% of all tickets with self-service
Key Results
55%
Self Service Rate
7 secs
First Response time
19,000
Backlog cleared
Background
- PAWZ – donates 10% of net profits to no-kill shelters, to help end the euthanasia of dogs and cats worldwide
- Products that look fabulous on the human and save the adorable animals as well.
- Doubling revenues without adding agents to handle growth
What problems were you trying to solve
- We wanted to avoid jumping around multiple apps and looking for ways to integrate multiple channels and apps.
- We were tired of handling the same old tickets and hoped to resolve at least half the tickets without human interaction.
- When covid hit, we found ourselves with a huge backlog of tickets and needed a fast way to resolve.
Previous Solutions
What results were you able to achieve after moving to Richpanel
-
55%
Resolved by Self Service.
Currently, our Self Help features are able to close 50 to 60% all tickets with no agent interaction.
-
7 seconds
First Response Rate
With more than half the tickets being resolved by self-service. Our agents are able to respond faster, provide personalized responses.
We migrated from Zendesk to Gorgias and then to Richpanel. We reduced agent handled interaction by 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 Pawz.com
