Case Study: Bonafide saves 65 hours a week with Thankful

Bonafide - Customer Case Study

Bonafide, a women’s health brand offering a high-value subscription service, was struggling with a large volume of subscription management inquiries. These tickets were creating backlog, consuming agent time, and making staffing more difficult. To address this, Bonafide turned to Thankful’s AI-powered customer support automation for email.

Thankful worked with Bonafide to build workflows, brand language, and a customer retention strategy, and Bonafide launched the solution in October 2020. The results were strong: Thankful resolved 54% of subscription-related tickets, saved up to 65 hours of agent work per week, and delivered a monthly average ROI of 30%, reaching as high as 50% during peak season.

Bonafide

Colleen Curran

Sr. Manager Customer Experience