How CleanBoss scaled CX and cut FRT in half with SigmaMind AI
Overview
CleanBoss is a consumer packaged goods (CPG) brand focused on sustainable cleaning products. Known for their non-toxic products for the home that you can trust on everything from countertops to fresh produce, CleanBoss quickly built a strong brand reputation. However, rapid growth brought operational challenges, particularly in customer experience (CX) management.
The Challenge:
CleanBoss's CX team was overwhelmed by the growing volume of customer queries. This led to:
- High First Response Time (FRT)
- Low Customer Satisfaction Scores (CSAT)
- Sub-optimal overall customer experience
Additionally, issues related to logistics such as shipping delays and damaged products resulted in a high return rate, further driving customer dissatisfaction and increasing pressure on the support team.
The Solution:
SigmaMind AI deployed AI agents to automate and streamline responses to the most frequent customer queries. Key capabilities included:
- Instant responses to tickets involving shipping delays
- Quick communication around damaged product complaints
- Seamless escalation of complex issues to human agents
These AI agents were trained on historical data, FAQs, and past support tickets to ensure brand-aligned, accurate, and contextually relevant interactions.
The Results (in 3 Months):
- 15% improvement in CSAT scores
- 50% reduction in First Response Time
- 30% reduction in overall resolution times
Conclusion:
SigmaMind AI’s intelligent AI agents enabled CleanBoss to deliver faster, more consistent, and satisfying support experiences at scale. The introduction of AI agents not only alleviated the burden on the human CX team but also significantly enhanced customer trust and brand loyalty. CleanBoss is now better equipped to handle future growth without compromising on service quality.
