Case Study: Pura Vida reduces wait times with Thankful

Puravida - Customer Case Study

Pura Vida Bracelets, a fast-growing brand with a highly engaged customer base and a strong charitable mission, faced a surge in support demand after a successful campaign and Friends & Family sale. Ticket volume jumped 147%, pushing agents to capacity and driving up customer wait times, creating a need to scale support without sacrificing service quality.

Thankful implemented email support for Pura Vida in less than four weeks and later added chat support, integrating seamlessly with the helpdesk. With Thankful handling 30% of track order requests and more than 50% of missing package requests, Pura Vida reduced wait times by 55% and brought response and total resolution times back to under one hour.

Puravida

Nick Misewicz

Customer Success Manager