Challenge

SheThinx is on a mission to innovate and consistently add new products to their website. Each of its products comes with its own usage guidelines, order policies and inventory levels. With each new product, every agent needs to be trained on responding to questions surrounding these topics. More urgently for them, their website also saw historical order volumes during COVID19. They also had a presence across multiple channels - the important ones being Facebook and Instagram. A combination of new product lines, new agents, sudden growth and multiple channels had overwhelmed their team.  SheThinx’s customers either saw wrong answers or contradicting ones when using multiple channels. This resulted in an inconsistent Customer experience.  Additionally managing agent workload was a manual process.

Transitioning to a new tool during a high-growth period carried its own risks that may have ended in a poor CX and lost customers.

We were solving for a specific problem with Richpanel. We wanted to maintain and remain consistent with our customer experience despite our increasing volume over the last several months related to COVID-19! We needed a way to provide our customers with an intuitive self-service portal.