Learn how Thinx cut tickets by half and improved CX by implementing self-service automation and a multi-channel inbox
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.
Solution
Consistent CX, every time
SheThinx didn't need to depend on new agents anymore. Consistent responses were sent to clients instead. Every single time. They used Richpanel's self-service flows to standardize responses to repetitive order and policy questions. Responses were tailored by product line, order status, and customer type.
All channels in one inbox. No more switching.
Managing SheThinx's communication across phone, email, Facebook, Instagram, and SMS was also made easier. All messages were funneled into one inbox.
Smart Workload management
SheThinx now manages workload more efficiently in two ways. First, they used the workload management tool to set a limit on the conversation volume assigned to an agent. This ensured agents weren’t over-burdened. Additionally, they used automation rules tool to map conversation types to teams. This way conversation assignment was done by skill and not by round robin, ensuring faster, more accurate resolutions.
Seamless Migration
Richpanel’s customer success team also calmed any migration nerves. All macros, historical tickets and macros were migrated from their previous tool. Nothing changed from a consumer perspective. The customer success team also analysed past tickets to identify areas of automation and configured self-service for them. The SheThinx team was then trained on how to setup self-service flows themselves.
Richpanel’s customer success team also calmed any migration nerves. All macros, historical tickets and macros were migrated from their previous tool. Nothing changed from a consumer perspective. The customer success team also analysed past tickets to identify areas of automation and configured self-service for them. The SheThinx team was then trained on how to setup self-service flows themselves.
Thinx is a generational brand focused on building a healthier world through bold and innovative menstruation and incontinence products. They have been shipping millions of units since 2013 while constantly adding new product lines.
