Jones Road cut tickets per order in half.

Almost one ticket for every four orders.

Jones Road needed to absorb growing order volume without growing the support team at the same rate.

• Tickets tracked orders almost one for four. Support volume sat at 22% to 25% of orders, so every good sales month added the same load to the queue.
• The old software cost too much. Cody Plofker put the previous platform at roughly twice the price of what replaced it.
• Black Friday was weeks away. A backlog during the busiest week of the year would hurt both customers and revenue.

Customers answer their own questions. The team handles the rest.

Jones Road runs the Richpanel helpdesk with a self-service portal on the storefront and Sidekick AI drafting for the team inside it.

• Self-service went live on the site and in chat. Order status, returns, and policy questions get resolved by the customer, at any hour, without opening a ticket.
• Sidekick AI drafts for the agents. The team reviews and sends, so every reply still carries a person's judgment and the Jones Road voice.
• The rollout did not disrupt the operation. Jones Road kept serving customers while Richpanel was implemented.

“We’ve had zero downside. The implementation was pretty immediate, which actually shocked me. It just went off without a hitch. We cut our CX team from 18 to 10 agents with order volume staying the same or even going up.”

Cody Plofker

CEO, Jones Road Beauty

Half the tickets per order. A smaller team. The same CSAT.

The clearest result is not a faster reply. It is a support operation that stopped growing every time sales did.

• Tickets per order fell from 22-25% to 11-14%. The drop starts the month Jones Road migrated and has held since.
• Self-service resolves 37.5% of website and chat questions. Of 6,521 sessions, 2,451 ended without an agent.
• The team moved from 18 agents to 10. Order volume held steady or increased.
• CSAT holds at 4.2 out of 5. Efficiency did not come at the expense of customers.

Implementation was immediate and uneventful.

Richpanel handled the move, trained the team, and put AI into the existing support operation without forcing Jones Road to pause customer service.