Strategic Insight
To reduce support costs in your B2B business and OPEX, you need self-service portals, proactive shipment notifications, and back-office automation.
Self-Service Hub
Centralized portal for order tracking, invoices, returns, and claims. Buyers solve basics instantly, cutting ticket volume and response time.
Proactive Communication
Automated shipment and delay alerts stop “Where is my order?” tickets before they happen. Add branded tracking and back-in-stock messages to drive trust, not calls.
Knowledge & Guidance
Searchable spec sheets, comparison tools, and quick-watch tutorials deflect routine questions—freeing agents to focus on higher-value issues.
Ops Automation
Rules handle RMAs, SLAs, carrier selection, and tax documentation. Every automation removes manual steps, trims cost per order, and tightens ERP/WMS handoffs.
Insight-Driven Optimization
Analytics spotlight top contact drivers and repetitive requests, guiding what to automate next. Continuous deflection improvement = compounding savings.
What was clogging the support queue
WISMO OVERLOAD
“Where Is My Order?” tickets flooded the inbox—41% of all contacts. Agents spent hours chasing tracking numbers instead of solving real problems.
Invoice Reprint Issue
Buyers couldn’t easily retrieve past invoices, so they turned to support for every order copy.
Rising Cost per Contact
With repetitive requests dominating the queue, cost-per-contact crept up each month.
Reps Burnout
Reps were buried in routine tasks and had little bandwidth for proactive outreach for business development
How we built a self-service ecosystem that worked
SELF-SERVICE HUB
A unified portal for tracking, invoices, and RMAs—available 24/7, no login required.
Proactive Ship Alerts
Buyers were automatically notified of shipment updates and exceptions before they asked.
Auto RMA Rule
Eligible orders triggered instant RMA creation, no tickets, no delay.
Smart Knowledge Base
Compact, search-optimized help content that resolved top issues within two clicks.
12 weeks of efficiency and customer satisfaction gains
37% reduction in total contact volumeMonthly Support Tickets
before
8400
after
5292
55% drop in inquiriesWISMO Share of Contacts
before
41 %
after
18 %
33% reduction in support costCost per Contact
before
$4.60
after
$3.10
What to steal
Proactive exception alerts cut more tickets than chat deflection alone.
Let buyers print tax invoices without a login—instant win.
Data & method notes
Contact taxonomy re-tagged at intake; deflection modeled vs. holdout region (US Midwest).
Costs: fully loaded (tools + labor).
Key Implementation Insights
Phase 1: Ticket taxonomy redesign + self-service hub launch
Phase 2: Shipment + delay alert automation
Phase 3: Auto-RMA rollout and content optimization
Partner with Reveation Labs today and let’s turn your business goals into tangible success. Get in touch with us to discover how we can help you.
