Case Study: Bombas Reduces Return Ticket Handle Time with Thankful

Bombas - Customer Case Study

Bombas, the apparel brand known for its Happiness Guarantee and donation-based mission, was dealing with a high volume of return and exchange tickets that slowed down its Customer Happiness Team and increased customer wait times. As Bombas continued to grow, it needed a more frictionless way to handle its non-traditional returns process and reduce ticket handle time.

Thankful integrated with Bombas’ helpdesk and Shopify to help manage transactional tickets like order tracking, repair requests, returns, and exchanges, giving agents more support and allowing customers to move through the process faster. With Thankful, Bombas reduced time to resolution by 4 minutes per ticket, a 35% improvement overall, and cut time to first response by 81%.

Bombas

Drew Stadler

Vice President of Customer Happiness