Case Study: ShipHero improves customer experience and cuts support costs with Stylo

ShipHero Leverages Stylo to Improve the Customer Experience, Gain Visibility, and Impact Their Bottom Line

ShipHero, an eCommerce fulfillment and shipping company, faced a significant challenge in gaining visibility into customer support trends. Their SVP of Customer Success, Jen Williams, lacked consistent and proper ticket categorization, which prevented her from identifying the top drivers of customer frustration. This blindspot made it difficult to prioritize product improvements for the engineering team and threatened the company's strategic decision-making.

The solution was implemented using the Stylo platform, which provided AI-driven analytics to automatically analyze and categorize support tickets. Stylo gave ShipHero insights into common pain points, ticket urgency, and team performance. This resulted in a 30% reduction in cost per support ticket, accelerated response times, and increased customer satisfaction. Stylo empowered the company to make data-driven decisions and prioritize engineering efforts based on the biggest customer impact.

ShipHero

Jen Williams

SVP of Customer Success