Frenchie Cut Tickets by 51% and Hit 95% CSAT WITHOUT Expanding Their Team
🐾 Rapid Growth Created a CX Strain They Couldn’t Ignore
Frenchie, the cult-favorite brand making harnesses designed just for French Bulldogs, was scaling fast. But so were the challenges:
- Support queries poured in from email, phone, and Instagram comments
- Agents were juggling multiple tools, losing time and context
- As order volume grew, repetitive questions overwhelmed their team
- Customers expected 24/7 replies — but Frenchie couldn’t afford to scale headcount
- A major product launch was just days away, adding even more pressure
They needed a solution that delivered fast, consistent, and scalable support—without sacrificing quality.
🛑 Too Many Channels, Too Few Answers
Frenchie’s team faced the classic scaling dilemma:
- No unified view across support channels
- Agents answering the same product/order questions again and again
- Manual replies ate into time better spent on high-value customers
- No tech lead or project manager to manage a complex tool
- A growing fan base with high expectations and low patience for slow replies
They stumbled upon Richpanel — and despite an upcoming product launch in 4 days — they dove in.
🎯 The Goal: Delight Customers at Scale Without Expanding Headcount
What Frenchie needed:
- A single, easy-to-use tool to unify all support channels
- Self-service flows that answered repetitive questions instantly
- Smart automation that still felt personal
- A platform that was quick to set up and agent-friendly
- Better CX metrics to fuel long-term loyalty
🚀 From 4-Day Deadline to Full Rollout: Richpanel Delivered Fast
Richpanel got Frenchie live in 30 minutes.
💬 Self-Service Built for Their Customers
With help from Richpanel’s customer success team, Frenchie deployed automated Self-Service flows for top queries like order tracking, returns, and product fit.
- Customers received personalized responses, not static FAQ pages
- Frenchie automated 51% of all tickets, closing over 9,000 via self-service
- Result: tickets reduced by half, and agents could focus on complex requests
📲 All Channels in One Inbox
No more toggling tabs. Instagram DMs, emails, and phone queries now land in one unified Richpanel inbox. Frenchie agents respond faster and with full customer context, pulled straight from Shopify.
❓ "No Tech Lead, No Problem" — Frenchie’s Team Was Ready in Minutes
Even without technical support in-house:
- Richpanel’s CS team handled setup and training pre-launch
- Agents were fully onboarded in time for a major product drop
- Automation rules handled global customer queries, 24/7
- The team had a single source of truth — easy to use, and nice to look at
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📈 Results: High Satisfaction, Lower Volume, and Zero Tech Complexity
- 51% of all support tickets automated
- 9,000+ tickets closed via self-service flows
- 95% CSAT across thousands of customer interactions
- Faster replies, less pressure on a lean support team
- No tech lead or PM required — just powerful, easy-to-use software
“What really sold me was the team behind the software. Throughout our entire journey, Richpanel has always been within our reach to address any concern, offer advice, and make sure we were set up for success.”
Want to cut your support volume in half — without adding headcount or complexity?
👉 Book a 30-min demo with Richpanel
✅ 14-day free trial migration
✅ 60-day guarantee of 30% automation and cost savings
Frenchie is a pet accessory store that crafts fun & stylish harness, collar, or leash for your french bulldog.
