Love True Classic tees? You’re not alone. Founded in 2019 by Ryan Bartlett, True Classic is one of the fastest growing DTC clothing brands in the country. In just their first few months, they brought in over $26,000 in revenue. Four years in, they rocketed right past the $250M mark, and have only continued to climb since.
This is a great story, but here’s some truth: Crazy growth often means a scramble to keep up with customer demands.
Feeling The Pain
Before they met Flip CX, True Classic was dealing with a massive missed-calls problem.
To be best-in-class, they knew they needed to be where their customers were – and the phone channel was at the top of the list.
But with the traditional cost of a call center—and with only 3 people manning the phones—they weren’t hitting anywhere near what they deemed an “acceptable” answer rate.
Here’s where 2 primary questions surfaced:
- Is there a better way we could be doing this – with fewer agents and no missed calls?
- How can we be better using our time?
Flip’s solution sparked the interest of Breanna Moreno, Head of CX at True Classic. And a relationship with one of our favorite customers (sssshh, don’t tell) was born.
Flippin’ Fast Results
Within one week after implementing Flip, True Classic Went from 60% to 4% Call Abandon Rates – an almost instant delivery on Breanna Moreno’s initial goal.
“Being able to see the reduction in our missed calls—which was my primary focus from the beginning of all of this—was a huge win for us.”
Breanna Moreno, VP of CX
Additionally, they were able to reallocate resources – reducing their 3 phone agents to 1. As a brand particular about the way they push automation, the impact was awesome.
“Knowing that our customers were digging it,” says Moreno, “knowing that our team had so much removed off of them, was just a win-win all the way around.”
Then there’s that all-important question of revenue.
By using Flip’s AI to detect and prioritize calls with revenue opportunities, True Classic quickly saw a 100% increase, from approximately $4,000 a month in phone revenue—meaning, the revenue generated after a customer completes a conversation—to $8,000 in the phone queue alone.
And, as of January 2024, this awesome brand had reached nearly 47% of calls automated – close to $60,000 in savings.
As Breanna puts it, “At the end of the day, your revenue is your bottom line. So, if you’re seeing that impact on those key conversations—over the simple WISMOs and returns and little questions that you can automate—then it’s a no brainer.”
We couldn’t agree more.
Building For Growth
True Classic + Flip’s recent integrations and AI Analytics capabilities have also proved to be a powerful match.
As a company always thinking from both the acquisition and retention sides, True Classic makes implementing Flip’s ever-evolving feature list a priority, and the results speak for themselves.
“Flip has come in and worked to build integrations—really pivotal integrations—that have then allowed that automation piece to just thrive. And we’ve seen the automation numbers growing time and time again as we’re pulling monthly data.”
Breanna Moreno, VP of CX
And, Flip’s AI CSAT—largely built through True Classic’s feedback and collaboration—has also been a “huge lever” in the company’s overall strategy.
“We’re running at, I think, almost a 4 with CSAT – which is something that I’m really, really excited about… Because, we want to make sure that the automations we provide are beneficial to our customer.”
What It Comes Down To
Bottom line: the relationship between True Classic and Flip is built for success.
Being able to offer 24/7 phone support, thanks to Flip’s Voice AI and the voicemail translation, has been a game-changer for True Classic. And, really, we’re just getting started.
“Flip coming into our realm was such a breath of fresh air,” says Breanna. “You guys have constantly worked with us to collaborate and obviously build strategies that are specific to our brand – and just seeing our vision and our directives. So, it’s been such a fun build. And then, to see the success has just been kind of mind-blowing.”
If you’d like to hear more from Breanna about her experience with Flip CX, check out this digital event our CRO Sam Krut hosted with her:
