Pawz resolved 70% of incoming queries through self-service

Challenge

As more pet lovers connected with Pawz, they saw a sudden surge in their customer service interactions. In 2020, incoming support queries went from 100 per day to 1500+ per day within months. These queries came from email, social media, live chat, and phone. Many of the questions that they received were product FAQs and order-related. Julian, the CEO of Pawz, expanded the support team from 4 agents to 20 to keep up with the incoming queries.

They heard about Richpanel via Email and jumped on a call with the team. They were immediately intrigued and felt that the solution was exactly what they needed. It allowed the team to manage multiple channels from a single screen and resolve repeated queries with self-service.

The largest impact that Richpanel had with Pawz was the ability to respond to our customers in a timely manner. We have this tool that puts it all on one screen. You don't have to toggle around anymore. Everything is compartmentalized. I can't even begin to explain to you; everything was flowing. We're ready for the most significant time of the year- Black Friday and Cyber Monday, with everybody being responded to in time.

Solution

Less is more

The Pawz team has used Richpanel's self-service to get exceptional results, with more than 70% of their incoming queries resolved by customers on their own. As Pawz has grown in the past two years, the need for customer-agent interaction has reduced drastically.

The key to these results is a deep understanding of their customer behavior. PAWZ's support team and Richpanel's customer success team have analyzed data and identified the most asked queries to build self-service flows that resolve those queries. Their obsession with constantly providing a great customer experience is helping them grow fast and generate more revenue with all channels.

The all-in-one dashboard

Pawz has multiple channels for customer interactions, and agents had to toggle many screens from their email, social media pages, LiveChat, and phone to cater to all incoming queries. Keeping track of these queries coming from multiple channels is difficult, and there are high chances of human error where customer interaction is delayed or even missed.

With Richpanel, the immediate aha moment for the team was to see all queries from multiple channels brought into a single screen. With Richpanel's agent dashboard PAWZ brought all channels in one place as tickets and tagged them by source for agents to easily categorize them. This way, they weren't constantly switching between different tabs. Additionally, agents could see holistic customer data pulled from Shopify Plus right next to their conversation box.This helped them personalize their interactions. The customer data synced with their Shopify Plus included:

• contact details,
• order history,
• CLV (Customer Lifetime Value),
• AOV (Average Order Value),
• past support interactions, and
• product interactions within the website.

We were early adopters of the platform and are extremely happy with their ability to deliver projects and tasks. Currently, our Self Help features are able to close nearly 70% of all tickets with no agent interaction. We are big fans of Richpanel.

Convert conversations into orders

The support team creates close to 5% of the total orders received by Pawz. The team focuses on priority conversations receiving only complex issues and pre-purchase questions. This allows the support team to have personalized conversations and build a relationship with each customer.

The team got excellent satisfaction (CSAT) scores and built more trust in the customer toward the brand. The team converted multiple conversations into orders with satisfied and happy customers, making customer support a revenue-generating department for Pawz.