SheThinx Transformed Multi-Channel Support Into a Seamless, Scalable System With 1 Min First Response Times & 95% CSAT
🩲 New Products, New Channels, New Agents — But an Outdated System Was Breaking the Customer Experience
SheThinx, a mission-driven brand disrupting the period care industry, was growing fast — and so were the challenges:
- A flood of new products, each with unique usage guides and policies
- Surging support volume during COVID-19 lockdowns
- A growing agent team with inconsistent training
- Presence across multiple channels: email, phone, SMS, Facebook & Instagram
- Customers received conflicting answers depending on who and where they asked
- Agent workload management was entirely manual
Switching support platforms mid-growth felt risky. But not solving these problems posed a greater risk: losing customer trust.
🧩 CX Was Inconsistent, Agent Load Unmanageable, and Growth Was Suffering
The underlying issues were stacking up:
- Every new product required new training and new macros
- Volume spikes overwhelmed agents—and customers felt it
- No unified view meant fragmented service across channels
- CX lacked consistency, eroding brand trust
- Manual workload distribution slowed response times and burned out agents
SheThinx needed to scale support and product knowledge without scaling confusion.
🎯 The Goal: Consistent, Channel-Agnostic CX—No Matter Who the Agent Was
What SheThinx needed most:
- Consistent, accurate responses regardless of channel or agent
- A self-service system that adapted to product types and customer context
- Unified inbox for SMS, email, Facebook, Instagram & phone
- Smarter, skill-based workload distribution
- A scalable way to handle product growth without chaos
🚀 Richpanel Helped SheThinx Deliver Seamless CX Through Rapid Change
Richpanel’s implementation delivered results across every pain point:
💬 Self-Service That Spoke Their Customers’ Language
SheThinx used Richpanel to set up product-specific self-service flows tailored to order status, usage questions, and return policies. Customers received consistent, accurate answers—no matter where they asked, or which agent replied.
📥 All Channels in One View
Facebook, Instagram, SMS, email, and phone queries now flow into one Richpanel inbox. No more tab-hopping. No more “sorry, someone else said something different.”
⚖️ Smart Workload Management
The support team set limits on how many conversations each agent could handle and routed inquiries by topic—not just round robin. This protected agents from burnout and matched tickets to the right expertise from the start.
❓ They Feared a Tool Switch Would Hurt CX—Instead, It Protected It
Initial concerns about migrating mid-growth were quickly dismissed:
- "Will it confuse our agents?" → It empowered them with structure and clarity
- "Can we keep up with product launches?" → Self-service adapted in real time
- "What about multi-channel chaos?" → One inbox. One source of truth.
- "Will customers notice?" → Only in the form of faster, more reliable answers
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📈 Results: A Stronger, Smarter Support System That Scales With Growth
SheThinx didn’t just survive a period of rapid expansion — they leveled up their entire support operation:
- 60% of all inquiries resolved through automated self-service, reducing ticket volume and freeing up agents for high-touch cases
- 1-minute average first response time kept customers from waiting
- 95% CSAT proved that automation didn’t come at the cost of satisfaction
- Product-specific self-service flows delivered consistent, accurate answers tailored to order status, product type, and customer context
- One unified inbox brought together SMS, email, Instagram, Facebook, and phone—eliminating channel silos and confusion
- Smart routing based on agent skillset, not round robin, ensured customers got faster, more relevant help
- Agent workload caps prevented burnout and improved efficiency
- CX stayed consistent — even through surging volume and rapid product launches
SheThinx now has a support system built not just to handle growth — but to fuel it.
Want to future-proof your support as you grow?
👉 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.
Thinx is a generational brand focused on building a healthier world through bold and innovative menstruation and incontinence products. They have been shipping millions of units since 2013 while constantly adding new product lines.
