How Finn Reduced Support Tickets by 90% with Rodeo

Overview

Finn, a leading brand known for its customer-first approach, faced challenges in providing seamless support to its growing customer base. Frequent inquiries related to account access and troubleshooting overwhelmed their support team, leading to delays in response times and increased operational costs. To address these issues, Finn implemented Rodeo's innovative passwordless login and customer identity solution.

The Challenge

As Finn's customer base grew, so did the number of support tickets. Many of these tickets stemmed from issues like forgotten passwords, difficulty accessing accounts, and inconsistent customer data. These recurring problems not only slowed down operations but also impacted customer satisfaction. Finn needed a way to streamline customer access and reduce the workload on their support team.

The Solution

Finn integrated Rodeo into its Shopify Plus store and email/SMS marketing campaigns. Rodeo's passwordless login feature allowed customers to securely access their accounts via magic links sent through email and SMS. This eliminated the need for passwords and resolved one of the primary sources of customer frustration.

In addition, Rodeo's ability to syndicate shopper identities across Finn's tech stack provided a unified view of each customer. This enhanced personalization in marketing campaigns and minimized identity-related discrepancies.

The Results

The impact of implementing Rodeo was immediate and significant:

• 90% Reduction in Support Tickets: By eliminating password-related issues and streamlining the login process, Finn's support team could focus on more complex inquiries.

• Enhanced Customer Experience: Customers praised the new login system for its simplicity and reliability, leading to improved satisfaction and loyalty.

• Increased Operational Efficiency: With fewer support tickets, Finn's team reduced operational costs and redirected resources toward growth initiatives.

Testimonial

"We saw a 90% decrease in support tickets since installing Rodeo. It's been a game-changer for our operations and customer experience."

— Randall, CEO of Finn

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