How Kitsch automates over 68% of their customer support using Siena

1. ^68% of common customer questions automated
2. ^$46k in revenue generated by Siena with a 10% ticket conversation rate (90-day period)
3. ^{2-3 hour} reduction in resolution time

Having Siena be able to do really simple things like cancel orders makes sure our customer has a better experience. They know their problem is taken care of and they don’t have to wait for a response. – Devyn Engasser, Customer Service Manager at Kitsch

About

Since its early days as a door-to-door hair tie brand in 2010, Kitsch has delivered elegant, sustainable hair and beauty products. Before it was an internationally-recognized brand, Kitsch was a one-woman show. As the brand continues to enjoy rapid growth, they partnered with Siena to automate customer support so the Kitsch team could save time and resources.

Challenge

Slow response times were holding back Kitsch’s customer experience

As any online DTC retailer knows, customers expect responses quickly – especially when it’s a question about a product or a billing/shipping concern. However, rapid responsiveness is hard to scale; Kitsch’s warehouse works hours opposite the customer service team, and there was a risk of miscommunication between teams around order changes and customer concerns.

Devyn Engasser, Kitsch’s customer service manager, saw that the most common customer questions were simple ones about package tracking and returns. These were questions she knew could be answered quickly – so she started looking for a solution that would offer customers:

• Timely responses to simple queries
• 24/7 support for product questions or returns
• Simple solutions for exchanges, shipping and more

More than anything, she wanted to boost response times and maintain customer retention to ensure the Kitsch brand experience remained intact at every customer touchpoint When she was introduced to Siena, she knew instantly that our solution was exactly what she was looking for.

Obviously, there are so many companies that offer some kind of customer support, but when we did the preliminary screening with Siena, we quickly thought, ‘Yeah, this is the one we’re going to go with. – Devyn Engasser, Customer Service Manager at Kitsch

Solution

Siena effectively handles CS tickets with an empathetic, on-brand touch

Since implementing Siena, Devyn and her team have noted three key benefits that make a world of difference internally and externally:

Benefit #1: Since day one, Siena has offered speedy customer support

The biggest benefit has been the ticket volume management and support Siena offers the Kitsch team, Devyn said. Since partnering with Siena, Kitsch has seen a drastic reduction in their resolution time and – more importantly – has simplified customer service representative workflows.

If you hear me talking about her like a person, it’s because she functions as my team’s coworker. Everyone says she makes their job easier, which is what everyone wants out of AI. – Devyn Engasser, Customer Service Manager at Kitsch

Benefit #2: Siena offers effortless customization + integrations

Initially, Devyn was a little worried that Siena would struggle to integrate with the other softwares and systems Kitsh uses to manage orders and inventory. However, thanks to Siena’s simple customization options and ongoing support from our team, she’s been able to integrate our solution with the others her team uses effortlessly.

I love getting access to anything that I can play around with, and learning how Siena is going to respond to people and tweaking responses so it’s exactly what we’re looking for has been really helpful. – Devyn Engasser, Customer Service Manager at Kitsch

Benefit #3: Siena functions as a multilingual support agent

Kitsch ships all over the country, so sometimes the support team fields questions from customers who speak a language other than English. Where before, Devyn and her team relied on Google Translate to get by, now they can trust Siena to take care of customers needing support in their native tongue.

Siena does a great job and the language seems super conversational. Customers appreciate being able to converse in their preferred language. – Devyn Engasser, Customer Service Manager at Kitsch

Results

Siena automates over 68% of Kitsch’s customer support conversations

Since implementing Siena, Devyn and her team have seen a remarkable uptick in the number of automated customer questions and a notable downshift in the amount of time it takes to resolve an issue. Take a look at some key metrics:

1. ^68% of common customer questions automated
2. ^$46k in revenue generated by Siena with a 10% ticket conversation rate (90-day period)
3. ^{2-3 hour} reduction in resolution time

As the holiday season approaches, Devyn looks forward to how Siena will help Kitsch’s customer support team bear the additional load of holiday shopper questions.

Siena has been such a great ambassador for our brand, and we’re looking forward to getting through the holidays without seeing a huge impact on our resolution time. – Devyn Engasser, Customer Service Manager at Kitsch