Z Natural Foods Automated 70% of Support & Drove 12% of Conversations to Revenue
🌱 Too Many Tools, Too Many Tickets — Z Natural’s CX Was Cracking While Costs INCREASED
Z Natural Foods, a DTC health and wellness brand with a strong repeat customer base, knew one thing for sure:
Great customer experience wasn’t just a “nice-to-have” … it was core to growth.
- Repeat buyers made up the majority of revenue
- Each returning customer spent multiple times more than new ones
- But delivering consistent CX across B2B and B2C segments was becoming impossible
They were juggling Gorgias, Gmail, and LiveChat, burning time and money just to keep up. Agent efficiency dropped. B2B clients waited behind repetitive B2C queries. And as order volume grew, Gorgias’ ticket-based pricing made support costs triple overnight.
🛑 Disjointed Tools, Broken Workflows, and Unscalable Pricing
Z Natural Foods was hitting limits everywhere:
- Support was split across 3 different platforms
- Agents had to manually route and respond to B2B vs. B2C inquiries
- Gorgias’ bug backlog went unresolved, despite repeated follow-ups
- The platform’s pricing model punished growth, more orders = higher costs
- The result: inconsistent support, frustrated customers, and overwhelmed agents
They weren’t just looking for cost savings — they were looking for a long-term CX solution that helped retain customers for 5–10 years.
🎯 The Goal: One Inbox, Seamless Automation, and Long-Term Loyalty
What Jon and Bryon at Z Natural Foods really wanted:
- A single inbox for web, SMS, email, and Facebook
- A system to automate repetitive support without losing the brand’s personal touch
- Easy segmentation between B2B and B2C workflows
- Better CX = higher retention = higher lifetime value
- Bug-free software with fast, responsive support
🚀 Richpanel Delivered Unified Support AND a Better Experience for Every Customer
Here’s how Z Natural Foods transformed their CX:
🤖 70% of Resolutions Now Happen Without an Agent
Z Natural used Richpanel to build contextual self-service flows that feel personal and precise:
- Customers upload photos of damaged items or select missing SKUs from their orders
- Edits and address changes are restricted to unfulfilled orders only
- FAQs around ingredients, usage, taste, and regulations are now standardized and automated
- Results: faster resolutions, lower ticket volume, and happier customers
All answers are consistent across channels AND customers get what they need instantly.
📨 Every Channel, One Unified Inbox
Z Natural brought email, web, SMS (via Attentive), and Facebook into one clean view with Richpanel.
- Agents stopped switching tabs
- Replies got faster
- Customers got seamless service, regardless of where they reached out
They also launched their second brand, Lean Factor, using Richpanel’s multi-brand support without rebuilding from scratch.
❓ From Bug-Filled, Costly Chaos to a Streamlined Support Machine
The switch wasn’t about replacing people—it was about enhancing experience.
“We didn’t want to eliminate anyone’s position. It wasn’t about cost. It was about improving CX. Customers who come back for 5–10 years are more valuable — and that comes from great support.”
— Jon, Z Natural Foods
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📈 Results: Better Experience, Better Retention, Better Economics
- 70% automated resolutions through self-service
- 90% CSAT across B2B and B2C conversations
- 12% of support conversations now drive revenue
- All channels in one unified inbox
- Multi-brand support set up seamlessly for Lean Factor
Want to turn repeat buyers into lifelong customers — with support that scales effortlessly?
👉 Book your 30-min Richpanel demo
✅ 14-day migration
✅ 60-day guarantee of 30% automation & cost savings
Z Natural Foods, Jon and Bryon Parker's brainchild brings customers the finest quality in hard-to-find whole, all-natural and organic foods. They pride themselves on quick shipping and top-notch customer service.
