- Case Study
Date
October 15, 2024
Client
GreenLeaf Wellness
Category
Customer Support
Location
Austin, TX, USA
GreenLeaf Wellness aimed to scale their customer support to handle a surge in inquiries driven by a new product line launch. With inquiries coming via email, live chat, and social media, they struggled to maintain brand consistency and response speed. AlphaTwelve implemented a robust multi-channel support system, integrating AI tools and CRM to enhance efficiency and customer satisfaction. The project focused on reducing response times and improving loyalty metrics.
Challenge & Solution
Challenge: GreenLeaf faced 300 daily inquiries, causing 2-hour response delays, 15% customer churn, and $50,000/month in lost repeat sales due to inconsistent support across channels.
Solution: Deployed a 24/7 support framework with Zendesk integration, AI chatbots for repetitive queries, and specialized training to ensure brand-aligned, rapid responses.
Our Process
Conducted a 2-day audit of inquiry volume, channel distribution, and customer pain points using CRM data and call logs.
Integrated Zendesk Professional to unify email, live chat, and Twitter support, handling 2,000 tickets/month with automated routing.
Deployed a custom AI chatbot (powered by Intercom) to resolve 50% of FAQs (e.g., shipping, refunds) within seconds.
Trained 12 support agents over 5 days on GreenLeaf’s brand voice, product details, and escalation protocols.
Set up bi-weekly feedback analysis with sentiment scoring to identify service gaps and customer trends.
Monitored performance via weekly CSAT surveys and provided iterative training to maintain 90%+ satisfaction.
Result Driven
Reduced average response time from 2 hours to 15 minutes, increased CSAT to 92% (from 75%), lowered churn by 10% (saving $30,000/month), and boosted repeat purchase rate by 20% within 3 months. Long-term, GreenLeaf reported stronger brand loyalty and a 15% increase in customer lifetime value.