As a result of the partnership with Solvvy, Scentbird has achieved a 50% self-service rate and estimates that 100,000 customers have been assisted without contacting a customer support agent directly. “When we read review feedback on our service, customers say ‘hey, you were able to answer my question immediately,’ and most of our agents say ‘but we never spoke to you, what do you mean?’” says Steven Rivera, Director of Customer Experience for Scentbird. But, Rivera can track issues that come through and “that’s when we get that light bulb moment where you’re like ‘wow’ so it really does have a direct impact.”
Rivera says Solvvy has also been essential in identifying where Scentbird’s existing content is not sufficiently answering a question, or where there is no answer to common concerns. “The customers are telling you what they want every single day. Or they’re telling you, or you’re failing at providing the information they want every single day. Solvvy can identify those information gaps and provide recommendations for how to improve our knowledge base.”
Not only does Scentbird value the solutions Solvvy brings to its customers, but the company also finds immense value in the time and dedication Solvvy puts into the partnership. “One of the most refreshing things I have with working with Solvvy is when I meet with my team,” says Rivera, who considers his Solvvy team part of his own, “ any time we want to change anything on our site or with our Solvvy, it’s changed within a day or two, with vigorous testing and I can’t stress enough that the partnership is what we value the most.”
For Scentbird, knowing they can take care of their customers makes business smell so much sweeter.