Customer Story
Jones Road Beauty automated 46% of support, and added $1.5M in revenue.
Jones Road Beauty, the clean-beauty brand founded by Bobbi Brown, headed into Black Friday with more than 25,000 support conversations a month and 3-hour response times. They switched to Richpanel in under two weeks. Today AI resolves nearly half of every inquiry, response times are measured in minutes, and support drives revenue instead of draining it.
Support was capping growth, right before peak season.
Jones Road Beauty scaled fast as a clean-beauty brand with a devoted following. Heading into Black Friday and the holidays, the support operation had become the bottleneck on that growth.
- 25,000+ new support conversations every month, with median first response and resolution times over three hours.
- Lost pre-sale revenue. Buyers with a quick question abandoned the cart before an agent could answer.
- Agents stuck on repetitive questions instead of the high-value conversations that needed a person.
- Hiring more agents was neither scalable nor cost-effective for a Q4 volume spike.
They chose an AI workforce, not another hiring round.
Jones Road did not want to scale support by scaling the team. They wanted automation for the common inquiries that did not need a person, a single unified view across email, SMS, and social, and a system that could recover abandoned pre-sale carts with faster answers. The hard requirement: none of it could feel robotic. The brand is built on a premium, personal touch, and the support experience had to protect it.
Richpanel committed to both at once. Autonomous self-service for the repetitive volume, and an AI copilot that drafts in the brand's own voice for everything the team still handles. Live before Q4, with the migration done for them.
Self-service that resolves, and an AI that sounds like the brand.
- Self-service portal. Customers track orders, process returns, and get product recommendations without an agent. This alone deflects 46% of all inquiries.
- AI agent assist. The team replies faster with AI-suggested responses that hold the brand's voice, so resolutions speed up without sounding automated.
- One unified inbox. Email, SMS, and social combined into a single agent view, ending the multi-tab context switching.
Support became a catalyst for revenue and reputation.
- 46% of inquiries resolved through self-service automation.
- 11.5% conversion rate on support-assisted conversations, contributing $1.5M+ in revenue.
- Self-service customers purchase about a day faster than those who wait for an agent.
- 100+ five-star Trustpilot reviews collected within 60 days.
- CSAT of 86% across more than 12,000 surveys.