At Echo, customer care isn’t something you visit after something goes wrong—it’s part of how our products work. This quarter, we focused on one simple idea: when you reach out, you should feel known, helped, and on your way quickly. Here’s how that showed up in Q3.
Faster help, fewer hoops
We started by tackling wait time. Our average response time fell from 24 minutes to just 2 minutes, which means most conversations now begin almost as soon as you open chat or send an email. On the phone, updated IVR and smarter call routing mean you land with the right specialist on the first try instead of bouncing around.
You’ll also notice that Siena, our AI assistant, got a lot more helpful. Siena now handles a larger share of common issues—order status, setup steps, quick troubleshooting—while clearly labeling when you’re chatting with AI and offering one-tap access to a human whenever you prefer. Behind the scenes, Siena flags anything complex, pings our team in Slack in real time, and routes the conversation to the right expert.
Self-service that actually serves
Not every question needs a conversation. We overhauled our knowledge base, revising 50 articles and adding 5 new guides, so the right how-to is easier to find (and clearer once you do). We also simplified returns, warranties, and replacements with step-by-step flows and timelines, so you always know what happens next. And at checkout, you now have more control with a simple toggle for accidental coverage—no surprises, just options.
A stronger team behind every interaction
Great tools matter, but people make the difference. We refined onboarding and training so new team members ramp faster and with the same Echo standards you expect. We also expanded the team by two to keep replies quick during busy times. Internally, a refreshed quality-assurance process turns coaching into action faster, and agents are empowered to create WOW moments—the small personal touches that turn a service exchange into a good day.
What you told us
The most important score we watch is yours. In Q3, CSAT climbed from 81% to 92%. A few notes from customers that kept us motivated:
“Wow wow wow. She was so amazing. She treated me like family… top notch customer service.”
“Kiley was awesome! … Prompt, knowledgeable, and friendly responses… options to remedy the issue.”
“Every time I’ve called… always an impeccable experience. It amazes me that this level of customer service still exists in America.”
“Absolutely the best customer service experience ever with any company in my 41 yrs. They care and back their product well!!”
“Awesome Team at Echo Water 🥰 Fast, with a problem-solving attitude that is rare these days… The Flask really helps!”
What this means for you (in real life)
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You get answers in minutes, not hours.
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You can solve simple things yourself with clearer guides—or jump to a person instantly.
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Returns, warranties, and replacements are straight lines, not mazes.
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If your question needs an expert, you’ll reach them faster.
What’s next
We’re continuing to train Siena on more real-world scenarios, expanding the knowledge base again, and adding more proactive tips inside your account so you get value even when you don’t need support. If there’s something we could do better, tell us. Your feedback doesn’t just go on a list—it shapes what we build next.
