Support Ninja | Full Logo
Solutions
Customer Experience
Customer Conversion
Customer Onboarding
Customer Support
Technical Customer Support
Customer Renewals
Content Moderation
Data Processing
Finance & Accounting
Industries
Supply Chain & Logistics
Fintech
Healthcare
Ecommerce
SaaS
AI
Solutions
Customer service checkmark icon

Customer Experience

Customer Conversion

Customer Onboarding

Customer Support

Technical Customer Support

Customer Renewals

Calculator icon

Finance & Accounting

Edit pencil icon

Content Moderation

Gear icon

Data Processing

NinjaAI

Industries

SaaS

AI

Ecommerce

Healthcare

Supply Chain & Logistics

Fintech

How it Works
About
About us
Careers
Resources
Get started
LoginGet Started
Jun 27, 2022
X min read

eCommerce case study - keeping lawn care products subscribers happy

eCommerce case study - keeping lawn care products subscribers happy

Growth can be a great problem to have

As long as you have the right team.

Get started

eCommerce case study - keeping lawn care products subscribers happy

eCommerce case study - keeping lawn care products subscribers happy

Case Study
June 27, 2022
X min read
Case Study
June 27, 2022
X min read

About

Challenge

SupportNinja Services

Inside Augury’s Shift to Scalable Technical Customer Support
Scaling Holiday CX: How SupportNinja Helped Origin USA Deliver Seamless Customer Support
Driving Revenue Growth Through Full-Lifecycle Customer Experience
Increasing CSAT by 23% in 30 Days with CX and CRM Solutions for Ebike Ecommerce

Results

Written by

SupportNinja

SupportNinja

Your Partner-in-Scale

More articles
Inside Augury’s Shift to Scalable Technical Customer Support
Scaling Holiday CX: How SupportNinja Helped Origin USA Deliver Seamless Customer Support
Driving Revenue Growth Through Full-Lifecycle Customer Experience
Increasing CSAT by 23% in 30 Days with CX and CRM Solutions for Ebike Ecommerce

The Full Story

In this case study, we examine a lawn care subscription provider, and how we developed a solution to improve volume organization and process.

Featuring:

  • Key improvements on ticket handling, agent availability and response time.
  • An inside look at our lawn care client challenges.
  • An overview of our customized solution approach.

Company details:

  • Industry: eCommerce
  • Location: United States
  • Company size: 20 - 50
  • Year founded: 2019
  • Mission: make lawn maintenance easy, sustainable, and eco-friendly for all.

Get the downloadable version here, or continue reading on this page.

The challenge

Peak season ticket management

Every company has its busy times, and peak season was no exception for this eCommerce company. Customer care lines and tickets were clogging up because of it, causing their staff tremendous difficulty in managing bulk tickets for new orders, especially during the months of February through May.

Current personnel were not sufficient anymore. They needed to hire more people, but they didn’t have the resources.

The solution

Hire a dedicated, qualified support team

With SupportNinja’s support, qualified and well-suited agents were identified and hired. Today, SupportNinja agents are able to map customer lawns, calculate the amount of product needed to maintain their lawn and seamlessly place an order on their behalf.

Additionally, a seasonal ramp was established to handle the massive number of tickets during their peak season. With a ticket management team that can help them scale during high seasons, they are now able to manage and respond to their clients promptly and effectively.

The result

Volume organization and process improvement

  • Ticket handling
    All incoming tickets are being handled in an efficient manner.
    ‍
  • Agents available
    Adequate amount of agents are now available to handle the workload.
    ‍
  • Response time
    Average time to respond dropped by 40%, even with a 77% ticket volume increase.

Growth can be a great problem to have

As long as you have the right team.

Get started
Support Ninja | Full Logo

Solutions

Customer ExperienceCustomer ConversionCustomer OnboardingCustomer SupportTechnical Customer SupportCustomer RenewalsContent ModerationData ProcessingFinance & AccountingNinjaAI

Industries

SaaS
AI
Ecommerce
Healthcare
Supply Chain & Logistics
Fintech

Resources

ResourcesFAQsGlossary

Company

How it WorksAboutCareersContact

Follow

LinkedInYouTubeTwitterFacebook
Get started
Log in
© 2024 SupportNinja, a registered trademark of Ninja Partners, LLC
Privacy PolicySecurity PolicyTerms of Use
Back