Founded by Josh Snow in 2017, SNOW is a premium leader in a family of brands focused on oral care products that deliver professional level results at-home. SNOW’s mission is to bring innovative and efficacious products to enhance
customers’ confidence and lead in omnichannel distribution and marketing. They aim to be the global leader in premium oral cosmetics.
PAIN POINT THEY WERE TRYING TO SOLVE:
SNOW prides itself on being customer centric. In keeping with their commitment to provide consistent customer service, increasing efficiency was top of mind.
They were looking to supplement their call center, in order to free up agents’ time to focus on the more complex inquiries from customers. And a top priority was implementing the right technology where it made the most sense for their customers’ needs.
“We’re not trying to replace human beings. We’re trying to supplement the work they do and take some of that transactional type of communications… Automate all those Non-Decision Contacts (NDCs) and then leave your people to be able to spend more of their paid hours giving the higher level of service to those customers who really demand it.”
– Thomas McCray, Director of, Customer Success
THE REAL BENEFITS OF FLIP:
- Brag-worthy automation
- Providing a higher level of service with Flip
- Agents have the bandwidth to resolve more complex issues
- SNOW was all-in the minute they heard the product
“There are certain segments of your business where automation doesn’t make sense. So, if you’ve identified those, then you don’t want to look at automation in those veins. You want to optimize it in the space where it makes the most sense for the satisfaction of the customer – not the economies of the business… We’re not just trying to save money; we’re trying to provide a heightened level of service with consistency that also meets the needs of our customers.”
– Thomas McCray, Director of Customer Success
THEIR TECH STACK:
