🛑 Support Volumes Were Slowing Jones Road Beauty’s Growth

Jones Road Beauty, a fast-scaling clean beauty brand founded by Bobbi Brown, faced a massive operational bottleneck heading into Q4, their peak season of Black Friday & Holiday:

• 25,000+ new support conversations each month
• 3h+ median first response and resolution times
• Lost pre-sale inquiries = lost revenue
• Agents stuck answering repetitive questions
• Customer frustration was rising
• Hiring more agents wasn’t scalable or cost-effective

‍

💸 Repetitive Inquiries Were Draining Revenue and Customer Trust

The hidden cost of not fixing support was growing:

• Cart abandonment due to delayed pre-sale answers
• Agents unable to focus on high-value customers
• Lost sales from frustrated buyers
• Higher churn risk due to slow support (especially during Q4)
• Operational costs escalating without returns

Jones Road Beauty needed to act before support became a full-blown liability — and Richpanel made the opportunity cost obvious.

‍

🚀 Scale Support Without Losing the Brand’s High-Touch Feel

What Jones Road Beauty wanted:

• Fast, personalized support without hiring more agents
• Automation for common inquiries without feeling "robotic"
• A single, unified view across email, SMS, and social
• Recovery of abandoned pre-sale carts through faster answers
• Preserve their brand's premium, personal touch

‍

🧭 A Two-Week Rollout That Transformed Support Into a Sales Engine

Richpanel moved fast to deliver impact:

1. Rapid Migration: Full system switch completed in less than two weeks.
2. Self-Service Portal: Customers now tracked orders, processed returns, and got product recs without needing an agent — deflecting 46% of all inquiries.
3. AI Agent Assist: Agents used AI-suggested responses, speeding up resolutions while maintaining the brand's voice.
4. Unified Inbox: Combined email, SMS, and social into a single, seamless agent view.

Automation wasn’t just about efficiency—it created faster, better customer experiences that directly drove revenue.

‍

❓ Initial Skepticism About Automation Shattered by Performance

Objections and concerns were crushed by real-world results:

• Fear of losing the brand's personal touch → disproven by a jump in Trustpilot score from 2.3 to 4.3
• Worry about complex switching → entire migration done in two weeks
• Doubt about revenue impact → $1.57M generated through support-driven sales
• Concern over customer frustration → 100+ five-star reviews in 60 days

‍

📈 Support Became a Catalyst for Revenue and Reputation

Final results:

• 46% of inquiries resolved through self-service automation
• 11.5% conversion rate on support-assisted conversations
• 1-day faster purchases for self-service customers
• 100+ five-star Trustpilot reviews collected within 60 days
• CSAT soared to 86% across 12,000+ surveys

‍

Want to transform your support from a bottleneck into a revenue engine?

Book your 30 min Richpanel demo today

We’ll migrate you during your 14-day free trial, backed by a 60-day guarantee of minimum 30% automation and 30% cost savings.