Case Study: Jones Road Beauty cuts tickets per order in half with Richpanel

Jones Road Beauty cuts tickets per order by 50% with Richpanel

Jones Road Beauty, a clean beauty and cosmetics company, faced a challenge where their customer support volume was growing at the same rate as their sales, with 22-25% of orders generating a ticket. They needed to absorb this growing order volume without proportionally increasing their support team size and do so before the Black Friday rush, all while using a platform that was too costly. They implemented Richpanel's helpdesk, self-service portal, and Sidekick AI copilot to address this.

The solution from Richpanel included a self-service portal for customers to resolve common questions and an AI copilot to draft agent replies. This implementation was immediate and did not disrupt operations. As a result, tickets per order were cut in half, dropping to 11-14%. Self-service now resolves 37.5% of website and chat questions, allowing Jones Road to reduce its CX team from 18 to 10 agents while order volume held steady or increased and customer satisfaction (CSAT) remained at 4.2 out of 5.

Jones Road Beauty