Since implementing Solvvy in April of 2017, Shinesty has reduced its weekly contact-to-order rate from 19% to just 9%. The raw number of contacts has also dropped by comparison, while its orders have grown—in November 2016, 4,500 customers contacted Shinesty compared with 2,800 in November 2017, despite 50% higher sales. The company has also been able to speed up its response time significantly, from around 12.5 hours for a first reply down to just half an hour. And at the end of the first year, the company decided it could handle its biggest sales season yet with just its full-time support staff, aided by its new self-service abilities.
Solvvy reduced contacts per months by up to 56% over AnswerDash
Solvvy reduced first reply time by up to 96% over AnswerDash
Average response time with AnswerDash: 12.15 hours
Average response time with Solvvy: 0.5 hours
Solvvy reduced the contact per order rate by up to 59% over AnswerDash
“We didn’t realize how effective Solvvy would be in showing us other areas where we could improve,” says King. “That’s an underlying bonus you can’t see until you use it. Solvvy allows us to learn from and build around the solution as we grow with it.”
According to Antonio King, Director of Experience at Shinesty, “Solvvy allows us to give people their time back. They don’t have to go searching for answers, and they don’t have to reach unless they need to. Now we bring the content they need to them.” With Solvvy resolving the easier queries, Shinesty’s agents are able to focus on the tier two and three customer issues that really require a human touch. This has also helped shed light on what those issues are, which is helping the company improve its processes and reduce higher level contacts, too. “We didn’t realize how effective Solvvy would be in showing us other areas where we could improve,” says King. “That’s an underlying bonus you can’t see until you use it. Solvvy allows us to learn from and build around the solution as we grow with it.” As an added bonus, Solvvy’s Zendesk integration makes it that much easier to use—incorporating all logins into a simple solution has helped Shinesty validate its technology investment.
As a digital CX leader, Shinesty is always looking for new ways to reduce customer effort. Now the busy holiday season is an opportunity to expand sales without expanding its support team overhead, and turn holiday shoppers into lifelong customers. And that’s something to celebrate.