Jones Road cut tickets per order in half.

Customers answer 37.5% of website and chat questions themselves. CSAT holds at 4.2 out of 5.

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4.7 on G2 Shopify

4.8 on Shopify

11–14%Tickets per order, down from 22–25%.

18 → 10Agents, with order volume flat or up.

4.2/5CSAT, held through the change.

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

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

Jones Road Beauty products on a wooden table

Stage 1

Move the operation

History, workflows and team training came across in the September 2024 migration.

Stage 2

Put answers where customers are

Self-service went live on the storefront and in chat. Sidekick started drafting inside the helpdesk.

Stage 3

Prove it at peak

Black Friday closed with no backlog. First time in years.

“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 PlofkerCEO, Jones Road Beauty

Support stopped growing every time sales did.

The AI owns The questions customers self-serve Order status, returns and policy questions resolve on the site and in chat, at any hour. 37.5% of sessions end without an agent.

The team owns Every reply that sends Sidekick drafts. A person reviews and sends, so every reply carries the Jones Road voice.

SOC 2 Type IIHIPAA auditedGDPR compliantRead our trust overview →

From Jones Road Beauty’s own Richpanel analytics, June 2025. Self-service is measured on website and chat sessions. Published with permission.

Same setup, on your tickets. Or every dollar back.

50% AI automation in 30 days

30% lower total bill In writing, from day one.

$0 risk to you Full refund if we miss.

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