Case Study: Bumpboxx cleared its support backlog and cut first response to 30 seconds with Richpanel
Key results
The challenge
Bumpboxx, an audio-electronics brand, had a backlog of more than 600 emails and customers waiting up to two weeks for a callback. The team had considered expanding support to 15 agents to keep pace.
The solution
Bumpboxx implemented Richpanel with an Aircall integration and a customer self-service portal, clearing its backlog within three hours and deflecting repetitive queries.
“50% of our customers do not even reach the ticket queue and just help themselves thanks to Richpanel's customer self-serve capabilities.”
CEChristina EbersoleCustomer Support Manager, Bumpboxx
The results, in context
According to the case study, half of Bumpboxx's customers resolve issues through self-service without reaching the ticket queue. First response time dropped to 30 seconds, support was managed by 4 agents rather than a planned 15, and support-team interactions drove more than $150K in revenue.