Case Study: Kinsa streamlines returns and saves time with BrightReps Sidekick

How Kinsa Streamlined Returns Using BrightReps

Kinsa, a fast-growing medical device and e-commerce startup, was facing significant inefficiencies in its customer returns process. Their support team at Kinsa had to navigate multiple disparate systems like Zendesk, Shopify, ShipStation, and Arena to complete a single return, a manual and time-consuming task that took around 30 minutes. This created a major burden for onboarding and daily operations, hindering their ability to scale while maintaining quality support.

By implementing the BrightReps Sidekick workflow optimization platform, Kinsa integrated its entire returns management process directly within Zendesk. The solution from BrightReps allowed agents to complete returns in under five minutes without switching between applications. This streamlined workflow saved hundreds of hours, cut onboarding and documentation time in half, and enabled Kinsa to do more with fewer resources while ensuring compliance.

Kinsa

Andrew Wilkinson

Head of Support