Pela cut support software costs 50%.

Support costs were rising while reviews were falling.

Pela needed to regain control of customer experience without adding another layer of software cost.

• Customers were waiting too long. The support operation was struggling to keep service consistent.
• Trustpilot had fallen to 2.2. The damage was visible before a shopper ever contacted the team.
• More spend was not the answer. Pela needed a more efficient support model, not another expensive queue.

Lower cost without lowering service.

Pela chose Richpanel to improve the customer experience and the support economics at the same time.

• Routine work moved out of the queue. AI and self-service absorbed repeat questions.
• The team focused on customers who needed a person. Human time went to the conversations where it changed the outcome.
• The scorecard stayed simple. Spend had to fall, CSAT had to rise, and reviews had to recover.

“All our customer experience metrics have reached an all-time high. Our Trustpilot rating jumped from 2.2 to 4.4. Our CSAT is 90%. And we’ve cut our SaaS costs by 50% since switching.”

Matt Bertulli

Co-founder and CEO, Pela

Half the software cost. 90% CSAT.

Pela’s support operation became less expensive and more trusted at the same time.

• Support software costs fell 50%. Pela now spends half as much on the platform layer.
• CSAT reached 90%. Customer satisfaction hit an all-time high.
• Trustpilot rose organically from 2.2 to 4.4. Better support showed up in public reviews.

Cheaper support can still feel better.

The Pela story is the counterexample to the usual tradeoff. Cost fell because repeat work moved to AI, while the team had more room for the conversations customers remember.