LEVO Case Study: What Happens When You Ditch Phone-Based Customer Service?
Read how LEVO improved its customer service to 100% satisfaction after they ditched their phones and switched to Flow.
LEVO Oil is a revolutionary oil infusion company. Their patented technology is exclusively designed for infusing botanicals in your own home. Loyal customers rave about LEVO. But according to Sarah, Head of Ops, “We were getting bad reviews about our customer service.”
LEVO’s premium appliance is a hit — kitchen connoisseurs you’ll love it — but phones and outsourced customer service weren’t working. The team knew they needed a better, specialized solution within their control.
After careful consideration, LEVO ditched their overseas team and onboarded Flow.
“It was great,” says Sarah. “Flow wasn’t cookie-cutter. Flow customized to our needs. Flow was exactly what we needed.”
If you’re in LEVO’s position, considering the transition from phones to chat, you need to weigh your options. Both offer customized support, but as you’ll see in LEVO’s case, going 100% chat has payoffs you can’t ignore.
Improved Customer Response Times
When LEVO started selling units, their distributor offered extra customer support services. In the beginning, it was an obvious decision that worked out well.
Little did the LEVO team know, their distributor was not an expert in customer service.
In Sarah’s words, “They definitely weren’t trained.”
She adds, “We would get complaints about long lead times, replacements, or warranties.” In other words, customers would wait anywhere from weeks, to months, to get back fixed units or receive a new crucial part.”
Flow has changed all that.
Live chat agents receive training to respond to questions in 40 seconds or less. Besides speed, their knowledge-based training allows them to react with remarkable accuracy and organization.
With a professional chat agent, Flow helped LEVO, “Shorten customer service processes and the time to get through the red tape,” explains Sarah.
What used to take weeks, now takes five days or less.
Enhanced Customer Transparency
LEVO also struggled to get customer data used for analysis and improvements from the previous company.
Sarah recalls their prior team interaction was, “like pulling teeth. Since we didn’t have the reports and transcripts, we didn’t know where we lacked. We couldn’t make the content or adjustments to make our customer’s lives easier.”
Now, Sarah says Flow gives LEVO complete data control. They can make appropriate changes plus tackle unseen issues with speed and efficiency. For instance, Sarah adds, “There’s an issue with our app we didn’t know about, happening right now. If I wasn’t able to get into the platform and see the tickets, it’d be hard to get it fixed fast.”
In addition, LEVO created a knowledge base with Flow’s data, something Sarah describes as a game-changer.
“People can type their question and get an answer to our frequently asked questions. It’s saved us a lot of time, helped our transparency, and improved response times,” – things they struggled to achieve with their overseas service.
Increased Customer Satisfaction Ratings
Excellent customer service requires a unique human touch. Something Sarah admits, LEVO was missing and needed.
“We didn’t have specialized attention. There wasn’t a uniform voice, there were so many inconsistencies,” she vocalized.
Which is why Flow’s small team and specialized agents appealed to LEVO. Flow tailors every agent to a brand and requires them to pass website, training, and knowledge-base exams. Afterward, a Flow agent is as versed in products, services, and systems as the owner.
Sarah was impressed, “It’s a lot smoother than I could have imagined. It’s like having a chat agent working right next to me.”
With Flow’s proactive live chat implemented, LEVO is loving the incredible results. Flow’s team harbors a ton of conversations for LEVO every day, and since the switch to Flow, LEVO has 100% ratings on every chat. Customers are leaving incredible reviews like, “Best customer service in the industry!”
The results are a godsend says Sarah, “We’re benefiting from increased retention and higher conversions from customer questions. We are beaming and excited to grow with Flow.”