Case Study: Rush Order achieves 20% faster response times with Hiver

Rush Order cuts response times by 20% with Hiver

Rush Order, a logistics company providing fulfillment solutions, faced challenges with slow and missed customer communications due to a fragmented system reliant on email and phone calls. This led to delayed responses, insufficient performance visibility, and customer frustration. To address this, they implemented Hiver, a shared inbox and customer service platform, to centralize and streamline their customer communication.

By using Hiver's shared inboxes, automation rules, and SLA tracking, Rush Order created a more accountable and efficient workflow. The solution resulted in a 20% improvement in response times, a 10% reduction in daily ticket volume, and a significant jump in customer satisfaction scores from 3.5 to 4.5 out of 5. Hiver provided the structure needed to prevent missed messages and build stronger customer relationships.

Rush Order