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About Rubbit
Rubbit Hits 4.95 CSAT While Automating 80% of Tickets
“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.”
Company
Rubbit
Industry
eCommerce
Scale
Global Sales
Stage
Early-growth DTC brand
4.95 CSAT
Near-perfect customer satisfaction maintained across 1,000+ surveys during rapid scaling.
15x Faster
Response times accelerated dramatically, transforming customer experience and operational efficiency.
80% Resolution Rate
Notch automated the vast majority of Rubbit’s tickets, freeing the team to focus on growth and innovation.
Rubbit transforms vehicle cleaning with breakthrough waterless technology that delivers professional results using 99% less water. Their innovative foam system cleans cars with just 40 ounces of water versus 40+ gallons for traditional methods, making car care faster, more sustainable, and accessible anywhere. This disruptive approach attracts environmentally conscious consumers but creates complex product education and usage support needs.
CHALLENGES
Rapid Growth 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.
NOTCH SOLUTION
Where A Competitor’s AI Failed, Notch Stepped Up
Enterprise-Grade AI Replacement
Rubbit needed a reliable AI partner to scale with. The existing agent was falling short, closing tickets too early, missing escalations, and failing to follow proper procedures.
Complete Tech Stack Integration
Notch integrated with Gorgias, Shopify, Klaviyo, Instagram, and Facebook Ads, creating a comprehensive customer support solution that met operational needs.
Complex Process Automation
Custom workflows automated Rubbit's most challenging scenarios—product damage claims, waterless technique guidance, returns, and cancellations—from inquiry to resolution.
Always-On Expert Support
Notch's AI support agent was integrated into the customer service ecosystem, encompassing channels like email, webchat, and Instagram around the clock.
RESULTS
From Backlog to Breakthrough
4.95
CSAT
Near-perfect customer satisfaction maintained across 1,000+ surveys while scaling operations rapidly.
+11%
Conversion Lift
Faster pre-sales support and improved customer experience drove double-digit conversion growth within 60 days.
80%
Autonomously Resolved
Team stays lean during hypergrowth, focusing on innovation while AI handles routine support seamlessly.
BUSINESS IMPACT
When Rubbit came to Notch, its customer support wasn’t keeping pace with growth, tickets were piling up, and its existing AI agent was holding them back.
Within months the picture was totally different. CSAT up to 99%, 15x faster resolutions and more sustainable growth with a boost to conversion rate.
“When we started working with Notch, 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.”
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