“StateSet's advanced automation has had a transformative effect on our business. The combination of their intuitive end-to-end automation platform and returns management system has accelerated our operations, achieved 10x growth in efficiency, and paved the way for exponential business expansion.”
Customer Success
Halo Collar
Pet Safety TechnologyHalo's journey towards operational excellence began when they turned to Stateset for a comprehensive solution to their growing pains. Recognizing the need for a robust platform that could automate their commerce operations with unmatched speed, efficiency, and transparency, Halo found their answer in StateSet.
Solution
- Automated Commerce Platform: StateSet provided a comprehensive solution for automating end-to-end returns, replacements, and customer subscriptions, significantly streamlining operations.
- Integration and Transparency: Seamless integration across operational tools and platforms with Stateset enhanced transparency and coordination between Halo and external partners.
- Customization and Control: StateSet empowered Halo and its partner agencies with tools to customize and manage core platform logic for RMA, subscriptions, etc., enabling swift deployment of updates.
Outcome
- Efficiency and Time Savings: The automation of refunds and returns processing resulted in a 60% reduction in time spent, enhancing operational efficiency.
- Increased Customer Retention: By improving the customer experience with faster and more transparent processes, Halo saw a 53% increase in customer retention rates.
- Exponential Growth Facilitation: StateSet's automation and efficiency gains have supported Halo's current operational needs and set a scalable foundation for future growth and expansion.
The integration of StateSet's Platform has transformed Halo's post-purchase operations landscape. By automating key aspects of customer interactions, Halo has significantly reduced response times and streamlined the process for order adjustments and inquiries, directly enhancing customer satisfaction levels. Since implementing StateSet's innovative solution, Halo has efficiently processed thousands of customer requests, reinforcing the brand's commitment to excellence and sustaining trust among its customer base. This technological advancement has not only optimized Halo's operations but also laid the groundwork for future growth and expansion.
“The next generation of AI-powered customer experience has arrived. As a brand and former marketing technologist, exploring and implementing modern AI-powered tools for our brand is important to me. The ReSponse AI App provides a smart, scalable interface for our CX team to be at the forefront of e-commerce technology and to provide better experiences and support for our customers.”
Customer Success
Begin Health
Health & WellnessFacing exponential growth and the accompanying customer support challenges, Begin Health sought a solution to scale their services while maintaining a high level of care and responsiveness.
Integration of Stateset’s ReSponse AI with the Gorgias chat widget on their website enabled automatic handling of sensitive subscription management requests, such as cancellations, with a personal touch. The AI’s capability to suggest alternatives like pausing or skipping a subscription before cancellation helped in reducing churn and enhancing customer satisfaction.
The adoption of Stateset’s Response AI solution led to an 95% reduction in response time, slashing the first response to an astounding 5 seconds, and a 85% decrease in time to resolution. This transformation has not only satisfied the immediate needs of the Begin Health community but also laid the groundwork for additional self-service features.
- ReSponse Time
- 95%
- Resolution Time
- 85%
- Churn Reduction
- 28%
- Cost / Ticket
- 40%
Customer Success
Jones Road Beauty
BeautyJones Road Beauty faced a challenge common to many growing businesses: providing personalized, efficient customer service without overwhelming their team. The company sought a solution that could scale with their business, ensuring customer satisfaction at every touchpoint.
The primary challenge for Jones Road Beauty was managing a high volume of customer inquiries, especially related to returns and exchanges. The goal was to maintain high customer service standards, including personalization and timely responses, without placing undue strain on their customer experience team.
Solution
- Automation for Efficiency: Automating responses to common inquiries allowed Jones Road to handle questions about returns and exchanges swiftly, even outside of normal business hours.
- Integration for Seamless Service: By integrating Response AI with Shopify, Jones Road could automatically provide order-related information (like Order Number lookups), facilitating smoother return and exchange processes.
- Personalization for Customer Satisfaction: The AI was trained with Jones Road's knowledge base to ensure responses were not only accurate but also matched the brand's voice and service level.
Outcome
- Enhanced Post-Purchase Support: Customers now receive faster and more accurate responses to their inquiries, improving the overall service experience.
- Operational Efficiency: The automation of routine inquiries allowed the customer service team to focus on more complex and high-value interactions, increasing job satisfaction and efficiency.
- Scalability During Peak Periods: Jones Road was able to manage increased inquiry volumes during peak sales events like Black Friday/Cyber Monday without compromising on response quality or speed.
By adopting Stateset’s Response AI solution Jones Road has recorded tremendous change in it’s post-purchase customer experience. The new automation in place have helped Jones Road with handling the surge around BFCM requests. Not only are members of the Jones Road community attended to significantly faster they also have a much more efficient way to handle actions related to Returns, Exchanges & WISMO. Since go live in October, ReSponse has swiftly handled thousands of post-purchase requests while maintaining accuracy and tone.
- Inquiries Handled
- 8000+
Customer Success
Truvani
Health & FoodFacing the challenge of managing time-sensitive order cancellations and subscription inquiries, Truvani turned to Stateset’s ResponseCX for its precision, control, and cost-effective pricing model.
Solution
- Automation for Efficiency: Automating the handling of order inquiries enabled Truvani to reduce first response times and improve customer satisfaction.
- Shopify Order Integration: ReSponse is able to detect order cancellation intents and autonomously process the request within Shopify.
- Stay AI Integration for Subscription Changes: ReSponse is able to detect subscription cancel requests and prompt to skip an order / pause instead leading to a reduction in churn and a better customer experience.
Integration with Shopify and Shipmonk enabled real-time access to order information, crucial for assessing the feasibility of cancellation requests. Additionally, innovative intent detection and order number retrieval techniques streamlined the modification process directly within Shopify, enhancing operational efficiency.
The adoption of Stateset’s Response AI has revolutionized Truvani’s post-purchase experience. Automation has not only expedited response times but also improved the handling of order and subscription modifications, ensuring customer satisfaction. Since its launch in January, the solution has proficiently managed hundreds of order and subscription requests, maintaining Truvani's brand integrity and customer trust.