Alaskan King Crab Co. Cut Support Load By 55% and Increased CSAT to 80% Without Hiring
🦀 Too Many Tools, Too Many Tickets — Alaskan King Crab Co. Needed More Than Just More Agents
After a pandemic-driven growth surge, Alaskan King Crab Co. faced mounting operational stress:
- A full website revamp revealed cracks in their support stack
- Agents were juggling Zendesk, Shopify, Instagram, Facebook, Yotpo, and Route Insurance
- CX was inconsistent and fragmented
- Pre and post-purchase questions were overwhelming the team
- The only perceived path forward? Hiring more agents
But scaling the team wasn’t the real solution — it was redesigning the system itself.
🛑 Disconnected Tools Were Dragging Down Efficiency and Experience
The true cost of a multi-tool setup was growing daily:
- Agents lost time switching tabs instead of solving tickets
- Pre-sale friction from slow answers hurt conversions
- Post-purchase fatigue led to inconsistent customer experiences
- Duplicate work across platforms created support blind spots
- Growing pressure to expand the team and inflate support costs
Support wasn’t just under strain — it was becoming a bottleneck for growth.
🎯 The Goal: Self-Service That Actually Solves, Not Just “Deflects”
What Alaskan King Crab Co. really wanted:
- A seamless, omnichannel support system
- Intelligent automation that could actually resolve tickets
- Self-service that was contextual, not just an FAQ page
- Shopify-powered order management without agent involvement
- Fewer tools. Faster resolutions. Better customer experience.
🚀 Richpanel Rebuilt CX in a Single Onboarding Sprint
Richpanel’s game plan:
✅ Seamless Migration
Zendesk data and historical tickets were migrated cleanly. Support channels like Instagram, Facebook, and Website Chat were fully integrated — along with Shopify for unified order context.
🔍 CX Audit and Ticket Analysis
Richpanel’s team ran a deep analysis of past tickets to pinpoint automation opportunities. This revealed a huge opportunity in returns, order tracking, and common post-sale inquiries.
🤖 Smarter Self-Service
The support team implemented Richpanel’s widget to allow customers to track and edit orders without needing an agent. Return abuse was also addressed with guardrails that limited excessive returns within a 6-month period.
❓ "We Thought Self-Service Meant FAQs" — Richpanel Changed That
Early skepticism was quickly proven wrong:
- "We already have self-service." → Richpanel showed them what real automation looks like
- "Can we migrate smoothly from Zendesk?" → Done and dusted
- "Won’t this frustrate our high-touch customers?" → It improved their experience
- "Will it reduce our support workload?" → Absolutely, without needing to expand the team
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📈 Support Efficiency Unlocked – No Extra Headcount Required
- 55% of inquiries like order tracking & edits fully automated, self serviced
- Return abuse curbed with built-in limits
- Increased CSAT to 90%
- Agents stopped switching tabs & started delivering faster resolutions
- No need to hire more agents despite rising support volumes
Want to eliminate busywork and unlock next-level support?
👉 Book a 30-min demo with Richpanel.
We’ll migrate you in 14 days or less — with a 60-day guarantee of 30% automation and 30% cost savings.
Alaskan King Crab Co. brings responsibly sourced, wild-caught seafood from dock to doorstep while respecting the traditions followed by generations of fishers in the Bering sea.
