Pura Vida Bracelets is a La Jolla, California–based company that sells hand-crafted bracelets and jewelry online and through boutique stores. The company has a strong focus on creating a great experience for their customers at every point in the buyer journey.
In order to improve their customer experience, Pura Vida was looking for a way to innovate and communicate with their customers in a unique way. They first introduced the ability for customers to leave voicemails, but it wasn't as effective for customers and agents as they’d hoped. Next, they explored SMS as a channel, but found it could lead to much more expense. This is because Pura Vida does not have a 24/7 support team and did not want their customers to have to wait several hours between text messages depending on the timing of the conversation.
“We had been eager to add an additional channel for Pura Vida for quite some time. Some of the options we explored were probably going to require additional staffing as well as a third party vendor. One of the things that really appealed to me about Hark is you are able to offer customers a unique channel to communicate, where we can hear their voice, we can see their facial expressions, and we don't need to add any additional staff in order to make it happen!” - Dan Brady, Pura Vida.
During this period, Dan Brady (who leads Customer Success for Pura Vida) had found Hark through word of mouth. What stood out to him was the unique capability of hearing from their customers as well as seeing their customer’s point of view without requiring additional staffing needs. Pura Vida moved forward with a target Proof of Concept to evaluate the effectiveness of Hark from both an agent efficiency perspective as well as the impact to customer experience.
During a 60 day proof of concept, Pura Vida tested Hark by placing it in FAQ articles for damaged or missing items. These tickets seemed to be where agents were spending the most time, and in Dan’s words,
“if time is money, we need to save time. How do we do that? By being more efficient and reducing back and forths. The sooner we can resolve inquiries, the more we can impact our cost per ticket”.
With Hark, Pura Vida could now prompt their customers for full context at the beginning of their inquiry journey before ever speaking with an agent… but still feeling heard. The results were outstanding. Over the course of this period, average reply count was reduced by 28% and the one-touch resolution rate increased by an incredible 181%!
Outside of the efficiency gain, Pura Vida’s team loved the context Hark tickets provided.
“By getting a video, not only are you able to understand the customer’s tone of voice, sentiment, etc… but I can pass along this in-depth look at the product to our marketing team, supply chain team, or even product team to perform QA or review the item so we can quickly iterate”, says Dan.
Pura Vida is excited to continue expanding the use of Hark to more of their workflows to increase agent efficiency as well as make for a better customer experience.
Here are some of the key takeaways from this case study:
- Hark helps businesses improve customer experience by providing a more efficient and effective way to communicate with customers.
- Hark helps businesses save time and money by reducing the number of back-and-forths between customers and agents.
- Hark provides businesses with valuable insights into their customers, which can be used to improve products and services.
If you are looking for a way to improve your customer experience and save time and money, I encourage you to check out Hark.