Rio gets a smooth, scalable launch

Rio, an ambitious consumer electronics startup, was gearing up for a Kickstarter launch of their new product. They knew that a successful launch hinged on delivering exceptional customer support. But building an in-house support team and investing in complex technology infrastructure was simply not feasible for their budget and stage of growth.

Crescendo emerged as the perfect partner, offering a comprehensive and scalable solution tailored to Rio’s needs. In just one week after signing the contract, Crescendo had a prototype ready. After a few weeks of rigorous testing, Rio was confident and prepared to go live with the service. This rapid deployment ensured a smooth and timely transition for Rio’s Kickstarter campaign.

Crescendo’s AI-powered CX Assistant is designed to handle a wide range of customer inquiries, from pre-sales questions to technical troubleshooting. This allowed Rio to focus on their core competencies: product development, marketing, and fulfillment.

Crescendo’s proactive approach extended to collaborating with Rio to develop a comprehensive knowledge base for their product, further enhancing the efficiency and effectiveness of their customer support.

Rio’s Kickstarter campaign was a big success, hitting far beyond their funding goals and generating significant buzz for their product. Crescendo’s CX Assistant played a pivotal role in this success, handling thousands of customer interactions with a +90% containment rate for pre-sales conversations and an initial +60% containment rate for post-purchase support. This not only ensured a positive customer experience, but also provided Rio with valuable insights through VoC/CSAT data, conversation transcripts, conversation summaries, and CSAT scores for all handled conversations.

But Crescendo’s impact didn’t stop there. As Rio transitioned from Kickstarter to an ongoing business model on Shopify, Crescendo was already one step ahead, developing a Shopify integration to automate new CX use cases such as shipping status and product return inquiries. This forward-thinking approach ensured that Rio’s customer support would continue to be a competitive advantage as they grew and evolved — including big plans to go retail in the US and globally.