Tough Trucks for Kids drives customer delight and growth with DevRev's AI-powered support solution

The Company

ToughTrucksForKids.com operates in the eCommerce industry, specializing in durable and engaging toy trucks designed specifically for children. Tough Trucks for Kids focuses on building high-quality, kid-friendly products while offering a customer-centric approach to enhance the shopping and support experience.

Since the company was founded in 2023, Tough Trucks for Kids has experienced rapid growth while maintaining a lean team. We met with Ankur Shrestha, Co-Founder of Tough Trucks for Kids, who manages their business operations, including customer support and customer experience. Ankur’s mission is to create an unparalleled customer experience and delight his customers at every turn. To do that, Ankur needed a platform that would streamline their support operations and automate routine inquiries, all while being user-friendly and cost-effective.

The Challenge

Providing tailored customer support while experiencing rapid growth

After trying Zapier, HelpScout, Intercom, and Shopify’s native inbox, Ankur realized that the mainstream solutions could not effectively handle the increasing complexity and volume of their customer interactions. “The inefficiency was frustrating for our team and negatively impacted customer satisfaction. We needed a solution that could integrate seamlessly with our operations and scale with our growth,” Ankur reflects.

Throughout Ankur’s search, a platform with an AI-first approach was at the top of his wish list. He wanted to automate routine inquiries to allow his team to focus on more complex issues. Unfortunately, many AI-powered chatbots he tested had hallucination issues and lacked essential features, such as a unified inbox and customizable branding. He needed to find a solution that could create an excellent customer experience and maximize efficiency.

The Solution

Seamless transfer of knowledge articles

After learning about DevRev, Ankur immediately got started with a free trial. "When I started using DevRev, it took me two hours to replace our previous solution, including transferring all knowledge articles," he revealed. The swift installation process and the seamless transfer of existing support documentation made DevRev an easy choice for Tough Trucks for Kids.

Harnessing the power of AI

One of the standout features for Ankur was DevRev's Turing bot. "The Turing bot handles a large volume of routine queries instantly, which frees up our human support agents to promptly address more complex issues," he shared. The bot's effectiveness in handling support tickets and providing real-time assistance has helped Tough Trucks for Kids to improve their first response time by over 83%.

Implementation and Results

“The time to value with DevRev is incredibly rapid," Ankur emphasized. The snap-ins and easy configurability of DevRev allowed Tough Trucks for Kids to tailor the support system to their unique needs without requiring extensive technical knowledge. Ankur found DevRev’s documentation particularly helpful, stating, "I checked out the docs before creating an account. It was a simple install."

By leveraging the capabilities of DevRev, particularly the Turing bot, Tough Trucks for Kids saw a significant reduction in manual support tasks. Ankur estimated that "85 to 90% [of inquiries could be] handled by the Turing bot." This automation freed up valuable time for their support team and improved overall efficiency. Better yet, their CSAT score has increased by 30%.

With DevRev, Tough Trucks for Kids resolved their immediate support challenges and positioned themselves for scalable growth, leveraging cutting-edge technology to deliver superior customer experiences.

Top Features

• Turing AI
• PLuG user engagement
• Ticket management system
• Unified inbox
• Knowledge base articles
• Marketplace snap-ins

Benefits

• Reduction in ticket resolution time by approximately 64%
• First response time has improved by over 83%
• CSAT score has increased by around 30%
• 20% increase in conversion rates
• Deflection rate improvement of around 65%
• The streamlined process and integration of support functions have enabled Tough Trucks for Kids to meet, and often exceed, SLA targets consistently