Customer Story
Ridge turned support into a $2.1M revenue engine.
Ridge, the $100M+ DTC accessories brand, was handling more than 10,000 support tickets and 12,000 social comments every month. Scaling meant hiring, or automating. They migrated from Kustomer to Richpanel in two weeks. Now AI handles the repetitive volume across support and social, the team focuses on the conversations that need a person, and support generates revenue instead of absorbing cost.
Volume was scaling faster than the team could.
Ridge grew into a $100M+ DTC accessories brand with a loyal following across wallets and everyday carry. That growth came with a support and social load that legacy tooling could not keep up with.
- 10,000+ support tickets a week and 12,000+ social comments a month, growing with the brand.
- Multilingual, multichannel support that legacy Kustomer made slow and hard to report on.
- Warranty and return inquiries eating agent time that should have gone to higher-value conversations.
- Hiring more agents was not financially sustainable at a $100M+ run rate.
They chose to automate the volume, not staff up against it.
Ridge wanted to scale support without adding headcount. They needed automation and self-service for the common tickets that did not require a person, and one platform that unified support and social so the team stopped switching tools to keep up.
The hard requirement: protect the premium experience. Ridge is built on a confident, quality-first brand, and the support experience had to hold that standard even as AI took over the repetitive load.
Self-service for the volume, AI on social around the clock.
- Rapid migration. Full switch from Kustomer in two weeks, with team training before go-live.
- Self-service for the top three drivers. Order status, returns, and warranty, reaching an 80% resolution rate.
- An AI social manager handling 12,000 comments a month at 93% accuracy, freeing 391 hours monthly.
- AI analysis of top contact drivers to build the flows that mattered most.
Support turned into revenue, not cost.
- $2.1M in support-driven revenue, with support operating as a profit center.
- 80% automated resolution on the top three issue types.
- CSAT climbed from 82% to 90%, with the premium experience preserved.
- Social moderation fully offloaded to AI at 93% accuracy, 391 hours saved every month.
- $500K saved on support costs as volume grew and headcount held flat.