Former NFL Player, Jon Corto, Drastically Improves Customer Service with ZippyAssist™
Buffalo Strive Vending, a leading provider of healthy refreshments in the Buffalo, NY area, has reported a transformation in its customer service operations by implementing ZippyAssist’s innovative customer care platform.
Founded in 2011, Buffalo Strive Vending has built its reputation on promoting health and wellness through its micro markets, office pantries, and vending machines. However, the company was struggling to keep up with the high volume of customer service requests, ranging from refunds to equipment issues.
“We were inundated with customer service requests, and even simple tasks like processing a $2 refund took significant time and effort from multiple departments,” said Jon Corto, founder of Buffalo Strive Vending and a former NFL player for the Buffalo Bills in a recent interview with ZippyAssist.
The introduction of ZippyAssist has helped the company streamline its operations, cutting the time spent on customer service tasks by more than 50%. The platform allows customers to submit requests through multiple channels, including text messages, phone calls, and QR codes, enabling faster and more efficient processing. Refunds, which once required manual intervention, are now handled digitally within minutes.
“I am very happy with the refund portion that has taken the lionshare of refunds off of our plate as a whole,” said Corto in the interview with ZippyAssist.
The ability for customers to submit photos with their requests has also improved the troubleshooting and repair process, helping the company save time and resources. The platform integrates with Buffalo Strive’s service technician department and route drivers, enhancing communication and coordination between departments.
“ZippyAssist has created a new and improved workflow enhancing communication that touches several departments,” said Charece, Buffalo Strive’s Director of Customer Experience in the ZippyAssist interview. Prior to using the platform, she spent up to five hours daily managing customer service requests. That number has now dropped to less than two hours, giving her more time to focus on enhancing the overall customer experience. “I am also able to approve refunds from my cell phone so I am not tethered to my computer,” she added.
Beyond customer service, the platform’s detailed reporting and analytics have provided insights that have helped improve Buffalo Strive’s operations in areas, such as sales and accounting. The company has also seen a reduction in the risk of fraudulent requests.
“I underestimated ZippyAssist’s ability to help other areas of my business,” said Corto.
By streamlining its customer service processes and leveraging the power of ZippyAssist, Buffalo Strive Vending has positioned itself as a customer-centric leader in the refreshment industry. The company’s success story serves as a testament to the transformative impact that innovative technology can have on the industry.
Buffalo Strive Vending’s adoption of ZippyAssist reflects a broader trend in the refreshment industry toward using technology to enhance customer service, streamline operations, and increase sales. With these improvements, the company has positioned itself as a leader in customer-centric innovation within its sector.
To learn more about ZippyAssist, you can visit their website: zippyassist.com.
