Solution

From the outset, Jon and Bryon's criterion was the ability to handle all channels from one inbox, bug-free. However, the scope expanded after they experienced the power of Richpanel’s entire suite of capabilities. In Richpanel, they saw the potential to delight and retain more customers with self-service. Here's what Jon had to say:

We didn't want to eliminate anyone's position. The main thing for me was not cost-saving. It was improving the customer experience. You want to retain customers for 5-10 years in the long term.  You want to give them a great CX with quick and satisfying answers. Repeat customers are more valuable. It's their lifetime value that matters.

Consistent CX

Z Natural configured self-service to automatically collect damaged item photos and choose missing items from problematic orders. They also configured it to restrict order edits and address changes to only unfulfilled orders. Since their product line is unique, they frequently fielded questions about ingredients, usage, regulations, and taste. All these responses are now standardized in their self-service widget. As a result, customers receive prompt responses that are consistent across channels through automated self-service workflows.

Many channels, one Inbox

Web, SMS, Facebook, and email conversations were unified under one centralized Richpanel inbox. They also used the Attentive integration for SMSes coming from SMS campaigns. Z Natural leveraged the multi-brand capabilities to replicate the similar setup for a secondary brand Lean Factor without having to go through the operational overhead all over.