Rubbit achieves 99% CSAT while growing its customer base at pace.

Rubbit, a revolutionary car wash spray brand, is not only transforming how people clean their cars but also making a huge environmental impact. By using Rubbit, car owners can wash their vehicles with just 40 ounces of water, compared to 40 gallons for a typical home wash or over 120 gallons in a basic car wash tunnel. This innovation is saving customers more than 3,000 gallons of clean drinking water annually, per user.

Challenges

Rubbit’s customer service team faced increasing pressure from rapid growth and a high volume of incoming queries. The team also had complex procedures for issues like damaged products, returns and cancellations which slowed down resolution time and increased ticket backlog.

The outcome was that CX quality started to decline and the business was feeling the negative impact on CSAT, CVR and retention.

Solution

Rubbit needed a solution that would not just improve resolution time, but help them scale high quality customer experience as they continued to grow long term.

The CX team was already using Gorgias, so initially they looked into Gorgias’ native AI agent. The determination was they needed something more custom that could reliably resolve more complex tickets and meet their scalability needs.

Rubbit integrated Notch's fully automated AI support agents into their customer service ecosystem, encompassing channels like email, webchat, and Instagram. These AI-driven agents now manage 80% of customer support interactions, freeing the Rubbit team to focus on scaling other areas of the business.

“We needed a partner that could implement fast, solve the complex stuff and do it all at a high standard. Notch ticked all those boxes.”

– Raz Avigdor, Founder & CEO, Rubbit

Additionally, Notch's Implementation Team developed custom flows to handle their top ticket subjects—damaged products, returns, and cancellations—allowing for seamless troubleshooting of both manufacturing and usage issues.

The Notch system was integrated with Shopify, Gorgias, Klaviyo, Instagram, and Facebook Ads, creating a comprehensive customer support solution that aligned with Rubbit’s operational needs.

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Results

• 4.95/5 CSAT
  Customer satisfaction remained incredibly high, with a 4.95-star rating across over 1,000 surveys.
• 15x Faster Response Time
  The average response time improved dramatically, speeding up customer interactions and boosting overall efficiency.
• 80% Automated Support:
  With 80% of customer service interactions handled automatically, Rubbit's team could focus on growth and innovation.
• 11% boost to Conversion Rate
  With faster responses to pre-sales questions and improvements to CSAT, Rabbit started to see an 11% increase in CVR within 60 days.

"When we started working with you, the dream goal was to be faster and better at CX while staying lean all at once. When we saw an increase in sales conversion, especially outside business hours, that was the cherry on top."

– Raz Avigdor, Founder & CEO, Rubbit

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By partnering with us, Rubbit continues to revolutionize car washing while delivering top-tier customer service with the help of cutting-edge AI technology.

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