Watch Pilot drastically reduced resolution time and increased their customer loyalty.

10 minutes

First Response time

41%

Reduction in tickets

None

Previous Helpdesk

Your turn to provide exceptional customer service

Background

  • WatchPilot offers a wide range of authentic designer watches for a fraction of the price. 
  • Proved that it’s possible to get genuine designer brands with as much as 40% to 70% off the RRP.
  • Heavily invest in stock to offer a large assortment and speedy delivery.

What problems were you trying to solve

  • Wanted to provide a fast response with limited staff.
  • Wished to Streamline all the tickets by subject (i.e returns, warranty claims, delivery queries).
  • We wanted a reduction in our customer service support queries

Other Solutions Considered

What results were you able to achieve after moving to Richpanel

  • 10 minutes

    First Response Time
    As a small team, we were still able to reduce our first response time. Our customers were able to solve their routine queries on the go.

  • 41%

    Reduction in tickets
    We could close more of our tickets just by using the self-service portal. It was easy to use and handle multiple customers queries at the same time.  Our customers are also happier since they can resolve their issues 24×7 even when our team is away.

what do you like most about Richpanel

 

Self Serviced conversation.
Our favourite feature would definitely be the Self Service portal. We were able to close a lot of the same queries at once without any agent interaction. For example the order status, returns and exchanges and many more.

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