How Hero Bread™ resolves 10x more support tickets with Siena

Learn how Siena, a sympathetic AI agent, equipped Hero Bread™ to engage with customers and expand their CX team’s capacity.

1. ^50%+ support ticket automation rate
2. ^380% more tickets resolved

Without Siena, our team would need to hire rapidly to keep up with our recent successes and next year’s sales goals. We’ve ramped up our automation rate to over 50% since April, and there’s still room for growth. ­- Shannon Long, Head of Customer Experience at Hero Bread

About Hero Bread

Hero Bread offers a range of “better for you” baked goods, such as sliced bread, tortillas, buns, and a rotation of limited-time offerings. With a focus on low net carbs, zero sugar, high protein, and high fiber, Hero has redefined bread for its consumers. Today, the D2C brand has expanded into retail, rapidly gaining traction among shoppers.

Challenge

Expanding customer experience to stay ahead of sales growth

Hero Bread’s Head of Customer Experience, Shannon Long, helped lay the foundation for their customers’ needs before the brand officially launched. Within a year, she expanded the Customer Experience team to stay ahead of the company’s rapid sales growth.

An expanding consumer base increased demands and expectations, which fell onto Shannon and her team to support. Any scalable solution had to align with the brand’s innovative approach. After researching several automated options, the Hero team discovered Siena.

Consumer experience is already inherently reactive in many ways; you need to get ahead of growth and prepare to scale quickly. Many tools can give information to answer a question, but the interaction doesn’t feel like you’re talking to a human. ­- Shannon Long, Head of Customer Experience at Hero Bread

Solution

Siena exceeded Hero’s expectations with genuinely human interactions

What began as a search for a chatbot solution quickly evolved into exploring a tool with far greater capabilities. Hero Bread learned that Siena handles consumer interactions through email, social media, and more, with an empathic touch. She quickly became a seamless extension of their CX team.

They customized a primary persona for Siena that they named Cameron. Initially, responses needed approval from the CX team, but over time, Cameron was able to handle more responses from their pool of frequently asked questions. As customers and orders continue to grow, Siena helps Hero stay ahead of the latest sales surge.

Using Siena was like adding another team member that can handle support tasks. The combination of its knowledge base and ability to learn with an empathetic response is unmatched. ­- Shannon Long, Head of Customer Experience at Hero Bread

Results

Hero’s authentic consumer engagements strengthen brand growth and retention

While Hero Bread has taken a measured approach with Siena – rolling out with email first, with social media to come – their team is excited to see how Cameron learns from feedback and hands-on experience.

So far, the results speak for themselves:

1. ^50%+ support ticket automation rate
2. ^380% more tickets resolved

Siena has been a game-changer for Hero Bread’s customer experience team, providing efficiency, empathy, and scalability. With the brand’s continued growth and Cameron’s expanding capabilities, Siena is a perfect match for a sustainable customer experience.

There’s a direct correlation between automating interactions and team productivity. We’re getting thousands of tickets per month, compared to a few hundred this time last year, and Siena is responding to half of the tickets that come through.­- Shannon Long, Head of Customer Experience at Hero Bread