Your turn to provide exceptional customer service
Thinx added Automation to Customer Service, while upgrading Customer Experience
Key Results
50%
Reduction in Tickets
1 min
First Response
90%
Customer Satisfaction Score
Background
- Thinx Inc. The most innovative leader–sustainable and comfortable menstruation and incontinence products.
- OEKO-TEX®️ certification —from fabric to trim—tested and certified for ecological safety. Finished products tested by Bureau Veritas.
- With just 80 badass team members, shipped millions of units since 2013
What problems were you trying to solve
- Erratic and inconsistent customer experience during rapid growth
- Difficulties in queue management and workload allocation
- Finding self-service automation with intuitive UI
Alternative Solutions Evaluated
What results were you able to achieve after moving to Richpanel
-
50%+
Reduction in Tickets
With Richpanel’s self-service, agents’ ticket volumes dropped by more than 50%.
-
90%
CSAT
We drove up our CSAT by combining smart automation with experienced Thinx agents
We were really excited about Richpanel before on-boarding due to the amazing self-service options available for our customers and they have not disappointed! The deflection rates for their self-service portal easily surpass the rates seen with other popular tools!
Alice Warren Head of CX, Shethinx.com
