Scaling support with AI: How ToughTrucksForKids boosted efficiency & customer satisfaction

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

ToughTrucksForKids.com, a rapidly growing eCommerce company specializing in durable toy trucks for children, struggled with their customer support infrastructure. While tools like Zapier, HelpScout, Intercom, and Shopify’s native inbox served them well in the early stages, they began seeking a more scalable and integrated solution to manage the growing complexity and volume of customer interactions.

Ankur Shrestha, Co-Founder managing business operations, found that mainstream solutions couldn't scale with their growth. The inefficiency frustrated their team and negatively impacted customer satisfaction. They specifically needed an AI-first platform that could automate routine inquiries while maintaining high service standards.

The solution: Adopting DevRev

ToughTrucksForKids selected DevRev because of its AI-first approach and comprehensive feature set. The platform offered exactly what they needed: powerful automation through the Turing bot, a unified inbox, and easy knowledge base integration.

The implementation validated DevRev's capabilities and demonstrated remarkable speed. As Ankur noted: "When I started using DevRev, it took me two hours to replace our previous solution, including transferring all knowledge articles." DevRev's comprehensive documentation was particularly helpful during setup, allowing for a smooth transition without requiring extensive technical expertise.

The impact: Automation, scalability, measurable results

Powerful AI automation

DevRev's Turing bot intelligently handles 85-90% of routine customer inquiries without human intervention, allowing the support team to focus on more complex issues that require human attention. This dramatic level of automation significantly reduced response times and improved overall efficiency.

Streamlined operations

DevRev's unified inbox and knowledge base integration created a seamless support ecosystem. The platform enabled ToughTrucks to transfer all existing knowledge articles quickly and maintain continuity in their support documentation. With snap-ins and easy configurability, ToughTrucksForKids tailored the support system to their unique needs without requiring extensive technical knowledge or resources.

Scalable solution for growth

The platform scales seamlessly with ToughTrucksForKids' growing business, handling increasing volumes of customer inquiries while maintaining consistent performance. This scalability supports their ability to grow without significantly expanding the support team.

Enhanced customer experience

By deploying AI across their support operations, ToughTrucksForKids transformed their approach to customer service. The result was faster responses, more accurate solutions, and a significantly improved customer experience.

The bottom line: A transformation in support operations

ToughTrucksForKids' implementation of DevRev delivers concrete business results:

• 64% reduction in ticket resolution time
• 83% improvement in first response time
• 30% increase in CSAT scores
• 20% increase in conversion rates
• 65% improvement in deflection rate
• 85-90% of routine inquiries now handled by AI

By adopting DevRev, ToughTrucksForKids transformed its approach to customer support, achieving their ideal state with:

• Automated handling of routine inquiries
• Faster resolution of complex issues
• Improved customer satisfaction and loyalty
• Cost-effective scaling of support operations

As the partnership grows, ToughTrucksForKids continues to leverage DevRev's AI capabilities and unified support environment to enhance customer experience while improving operational efficiency.

Benefits

• Support team spends less time on routine inquiries
• Rapid implementation completed in just two hours
• Seamless transfer of all existing knowledge articles
• User-friendly documentation facilitates easy setup
• Teams consistently meet or exceed SLA targets
• Customers enjoy faster responses and better support experiences
• Support operations scale smoothly with company growth