CASE STUDY
A CRM for e-Commerce & the Health & Wellness Industry
Jetson Health uses EngageBay
How Jetson Health Leveraged EngageBay to Streamline Multi-Channel Customer Support
Client Overview
Jetson Health is an eCommerce subscription service specializing in nutritional supplements for gut health. Committed to delivering personalized health solutions, Jetson Health needed a CRM capable of managing their multi-channel customer communication in a seamless, centralized way.
The Challenge
Jetson Health’s existing CRM was proficient at handling email tickets but lacked the functionality to track and integrate SMS and social media messages. This gap in multi-channel support limited the team’s ability to offer a seamless customer experience. Furthermore, fragmented communications complicated performance tracking and reporting, making it difficult for Jetson Health to evaluate their customer service efficacy or respond to customer inquiries with the speed and consistency needed for high satisfaction ratings.
Key Pain Points:
- Ineffective tracking of SMS and social media messages
- Fragmented communications leading to inefficiencies
- Challenges in performance tracking and reporting
- Inconsistent response times, risking customer satisfaction and loyalty
The Solution
To address these issues, Jetson Health transitioned to EngageBay. EngageBay offered Jetson Health a cohesive, multi-channel CRM solution that consolidated email, SMS, and social media interactions on one dashboard. This streamlined interface enabled the team to track all customer touchpoints efficiently, eliminating the fragmentation that had previously hampered their operations.
Key Features Deployed:
Unified Dashboard for Multi-Channel Support: EngageBay’s unified inbox allowed Jetson Health to manage emails, SMS, and social media inquiries from one place, ensuring no customer message was overlooked.- Customizable Reporting and Analytics: EngageBay’s reporting tools gave Jetson Health access to real-time data on response times, ticket resolutions, and customer satisfaction, empowering data-driven improvements in customer support.
- Automation Tools: EngageBay’s automation features enabled Jetson Health to automate routine responses and ticket prioritization, allowing the team to focus on more complex customer issues and improve overall response speed.
The Results
The implementation of EngageBay’s multi-channel support system delivered significant improvements across Jetson Health’s customer service metrics. The team quickly realized the following benefits:
- 50% Reduction in First Response Time: By centralizing customer inquiries in one dashboard, Jetson Health could respond faster to initial customer contacts, significantly enhancing the customer experience.
- 30% Faster Resolution Time: EngageBay’s automation features streamlined the resolution process, enabling the support team to resolve issues efficiently.
- Maintained High NPS Score of 4.8/5: Despite an increase in ticket volume due to the integration of SMS and social media channels, Jetson Health sustained a high Net Promoter Score, reflecting customer satisfaction with the improved response and resolution times.
Quantitative Impact:
- 50% decrease in first response time
- 30% reduction in ticket resolution time
- 4.8/5 NPS score maintained even with increased ticket volume
Conclusion
Through EngageBay, Jetson Health transformed its customer support strategy, achieving a more responsive, efficient, and customer-focused approach. By streamlining multi-channel support on one platform, Jetson Health maintained a high level of customer satisfaction while improving key performance metrics. This successful transition exemplifies the value of EngageBay’s unified CRM in helping eCommerce companies like Jetson Health manage customer communication across channels without compromising on performance or customer satisfaction.