Hand it over

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Hand it over

All work

Fernlane

Online plant shop

Support agent

Order questions answered in under a minute, day and night.

Yours

Ours

Support agent: Leo’s fiddle leaf fig ships tomorrow and arrives on Friday

Answer order questions

Where is my plant, delivery daysAnswered in 38 seconds, logged

12 h

Answer order questions

Where is my plant, delivery daysAnswered in 38 seconds, logged

12 h

Answer order questions

Where is my plant, delivery daysAnswered in 38 seconds, logged

12 h

Support agent reply: water once the top 3 cm of soil is dry

Answer care questions

Yellow leaves, watering, lightAnswered from the care guides

8 h

Answer care questions

Yellow leaves, watering, lightAnswered from the care guides

8 h

Answer care questions

Yellow leaves, watering, lightAnswered from the care guides

8 h

Support agent: $10.00 credit added and a cracked pot replaced for Ana Ruiz

Sort damaged plants

Photos, replacements, creditsReplaced once you approve

6 h

Sort damaged plants

Photos, replacements, creditsReplaced once you approve

6 h

Sort damaged plants

Photos, replacements, creditsReplaced once you approve

6 h

Support agent: $42.00 refunded when the return was scanned

Handle returns

Return labels and refund questionsLabel sent, refund tracked

5 h

Handle returns

Return labels and refund questionsLabel sent, refund tracked

5 h

Handle returns

Return labels and refund questionsLabel sent, refund tracked

5 h

A grower checks a large leafy plant in a nursery greenhouse

Picking plants at the nursery

Growers, new varieties, the feel of a leafStays with you

Picking plants at the nursery

Growers, new varieties, the feel of a leafStays with you

Picking plants at the nursery

Growers, new varieties, the feel of a leafStays with you

31 hours a week back

Order questions answered in under a minute, day and night.

214 tickets a week answered, 3 left for a person

Fernlane's inbox: the support agent answered Maya's order question in 38 seconds and logged it

In their words

We were answering the same forty emails every morning before we could start the day.

Rosa Delgado,

Founder

Ours

Now the support agent answers them in under a minute. Rosa reads the three it isn’t sure about.

The story

Fernlane sells house plants online from a greenhouse outside Boulder. Two people answered support every morning before they could pack a single order: where is my plant, why are the leaves yellow, my pot arrived cracked.

Week one counted 34 hours of repeat replies. The support agent now answers order and care questions from the help desk in under a minute, in Fernlane’s voice, and sends anything with a damaged plant or a second unhappy message to Rosa with a draft reply.