Case Study: Ridge drove $2.1M in support-driven revenue with Richpanel
Key results
The challenge
Ridge, a direct-to-consumer everyday-carry brand, handled more than 10,000 support tickets weekly and over 12,000 monthly social media comments. Moderating that volume required four full-time social media managers, and customer experience was run as a cost center rather than a revenue contributor.
The solution
Ridge migrated to Richpanel over roughly two weeks and deployed its AI-powered automation, self-service, and AI social moderation. The setup automated a large share of resolutions and comment moderation while routing revenue-generating conversations to agents.
“We used to have 4 full time social media managers, Richpanel's AI-powered solution now manages 12,000 comments monthly with a 93% accuracy rate (only 7% requiring human intervention, so 1 person part time), saving 391 man-hours per month while operating 24/7.”
SBStephanie BinghamCX Project and Communications Manager, Ridge
The results, in context
According to the case study, Ridge generated $2.1M in support-driven revenue and saved $500K on support costs. CSAT rose from 82% to 90%, while AI social moderation managed 12,000 comments monthly at a 93% accuracy rate, saving 391 man-hours per month.