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Rootine is a health and wellness brand offering targeted supplements and at-home lab tests. It cares deeply about providing timely and personalized customer support. Over two years ago, it realized its CX platform no longer met those standards.
This case study explores why Rootine chose Atlas to help upgrade its support operations.
The Challenge
Rootine's Customer Experience (CX) team is incredibly efficient. But being a small team, they needed their support platform to do some of the heavy lifting. Their challenge was the fragmentation of customer conversations across several channels. Rootine needed a solution to centralize its efforts and unify customer data across various products.
Why Rootine Chose Atlas
For Rootine, Atlas was not just another platform but a solution to a long-standing problem. They began with Zendesk and then tried several others, including Kustomer and Front, before settling on Atlas.
It’s been two years since they made that decision, and Jocelyn Weigel says they couldn’t be happier. As Head of Customer Experience and Fulfillment, she was a key decision-maker throughout the process.
We've been with you guys for two years and don't plan to go anywhere. - Jocelyn Weigel of Rootine
Rootine continues to use Atlas, but here’s why they decided to partner with us in the first place.
- Unified Conversations—Atlas successfully consolidated all customer interactions into a single view. This pivotal change reduced response times, eliminated duplication of effort, and significantly streamlined Rootine's support efforts.
- Ease of Use – Our platform's intuitiveness is designed for the entire team, not just CX specialists. This ease of use ensures support can be provided without extensive training.
- Integrated Solutions – Atlas's all-encompassing approach meant Rootine no longer needed separate subscriptions for help centers and session recordings. We’re quite certain it won CX some brownie points from Finance!
Transitioning to Atlas
Switching platforms can often be complex, but at Atlas, we ensure the transition is as smooth as possible. We have comprehensive documentation, and our proactive engineering team is always around to provide technical support or fix bugs.
As a startup, we work all the time. If I message at 3 a.m. and say, 'I'm getting an error on the platform,' I hear back with a fix within the hour, but it’s usually closer to 5-10 minutes. - Jocelyn Weigel, Head of Customer Experience and Fulfillment at Rootine
My co-founder, Rahul, and I have personally onboarded several of our customers. I believe customer experience is an organization-wide responsibility.
We can’t build a customer support platform without setting the benchmark ourselves for great support.
Rootine and Atlas: A Growing Partnership
According to Jocelyn, Rootine didn’t go with the Atlas of two years ago but with what she saw in our roadmap and rapid development cycle.
With the Atlas team, it’s always “Oh yeah, we're getting ready to launch that” or “We can get this ready for you next week.” They ship fast and troubleshoot even quicker. I’m particularly excited about the upcoming AI features Jon has told me about. - Jocelyn Weigel
Choosing the right platform is critical so we’re transparent and realistic in presenting Atlas’ capabilities. We’re yet to offer telephony and native social channel support, which might be a dealbreaker for some companies.
But our team listens to customers and ships fast. Rootine runs on Shopify. We didn’t have a native integration for the e-commerce platform. However, based on customer requests, we’ve prioritized it and will officially launch it in a few weeks.
Supporting the Supporters
Choosing Atlas has been a crucial decision for Rootine. Atlas is more than just a platform; it's a growing partnership. You could be a team of one or one hundred; you’ll get the attention and support you need to delight your customers. After all, even support needs support.
Rootine's journey with Atlas indicates that we should be at the top of your list when searching for customer support solutions. You can get started right away or book a demo.
