HexClad Boosts CX Efficiency 65% with Customer Service Automation

The Challenge: Scaling Customer Service for Peak Seasons

HexClad, a rapidly growing cookware brand from Los Angeles, has a passionate customer base drawn to its innovative, high-quality products. As the brand has grown, so has the complexity of managing its customer experience, especially during peak seasons like Q4, when customer inquiries traditionally spike. The team historically relied heavily on hiring temporary staff, often doubling headcount to manage increased volume, which posed significant challenges around cost, training, and maintaining quality standards.

Choosing Siena Managed Services

Facing these challenges, HexClad sought a scalable solution to automate customer interactions without sacrificing the personalized, educational touch their customers expect. This led them to adopt Siena’s Managed Services, a dedicated automation solution that seamlessly integrated into their workflow.

"We needed a way to keep our CX strong without doubling headcount. Creating and maintaining automations was becoming a full-time job. Managed Services came in and lifted that burden, allowing us to refocus on strategic leadership."

— Briana Brown, CX Lead

Results: Automation Drives Immediate Efficiency Gains

Since implementing Managed Services, HexClad has seen automation increase by more than 65%, dramatically improving efficiency. Additionally, ticket routing to human agents has decreased by 20% in just the last 60 days. These improvements have allowed HexClad's internal team to focus less on repetitive tasks and more on strategic growth and customer engagement.

"Now I don’t have to worry about automation. I know it’s being handled, and I can lead my team more effectively." Briana adds.

Strategic Insights with Siena Memory

HexClad also leverages Siena Memory, a strategic tool designed to enhance customer interactions and drive product insights. Briana notes, "Memory helps us refine responses and identify exactly where we can improve, bridging customer interactions directly with actionable insights."

Gearing Up to Scale Customer Service for Q4 Without Extra Hires

Looking ahead, HexClad is gearing up for an impressive Q4. They aim to reach 20-25% more by year-end, further reducing the need for temporary staffing and significantly alleviating seasonal pressure. With Siena’s Managed Services, HexClad feels fully prepared to deliver an exceptional customer experience, even at peak volumes.

"It’s not just about reducing tickets. It’s about freeing our team for what matters most—delivering a superior experience to our customers." — Briana

Book a demo with Siena to discover how Siena can empower your CX team to deliver exceptional results.