How Bumpboxx Scales Customer Support With Aircall and Richpanel

Bumpboxx blends the future of urban audio with a nostalgic old-school vibe. Its product range includes classics like boomboxes and pagers, now upgraded with state-of-the-art Bluetooth technology. 

From the moment the company launched in 2016, it saw rapid growth. The market showed a strong demand for quality music gear with a retro feel. This was great news for Bumpboxx’s expansion, but it also brought challenges for the customer support team. 

The original Bumpboxx customer support team consisted of just four people, led by HR Manager Christina Ebersole. As Bumpboxx’s customer base steadily grew, so did the pressure on Christina’s team. They simply didn’t have a telephony solution that enabled them to handle the sheer volume of daily customer requests that came with Bumpboxx’s success. 

At first, Christina’s team used a hardware-based phone system to handle customer requests. The outdated system couldn’t keep up with Bumpboxx’s rapid growth and changing needs, and eventually started to negatively affect team performance and customer satisfaction. 

This setup led to a poor customer experience and became unsustainable for Christina’s team. The volume of incoming customer requests became overwhelming, and team morale dropped. It became quite stressful for Christina’s team to know they’d arrive at the office on Monday morning to inboxes full of unanswered voice messages. 

No Voicemail Left Unanswered With The Aircall Softphone 

That’s where Aircall’s softphone came in and became a vital tool for the team. With Aircall, hundreds of unanswered voicemails became a thing of the past. Now, the support team can easily handle all customer requests from their mobiles, whether the message comes in via phone call, email, or social media. 

Christina also values her team being able to take calls from either their desktop or mobile phones to serve customers both in the office and on the move. Aircall allows customer-focused teams to set out-of-office hours, giving even more transparency to Bumpboxx customers and creating a better customer experience. 

Aircall also empowered Christina’s team to monitor call activity, ultimately improving call outcomes. They could also track performance over time, which wasn’t possible with their previous hard phone system. Now, they can improve the quality and reach of their customer service and help far more customers than before. 

Making a Better Call With Aircall and Richpanel 

Christina knew the answer to their challenges was to streamline work processes—not just to boost customer satisfaction but also to protect internal teams from the stress of unanswered customer requests. 

“The integration between Richpanel and Aircall allows us to work smarter not harder.”
— Christina Ebersole, Head of Human Resources at Bumpboxx

Christina and her team care deeply about creating positive customer experiences (and generating positive reviews in the process). To achieve this, the team knew they had to deliver consistent messaging. This was especially important to Christina because customer requests often come in through multiple channels, including email, phone calls, and social media.

It’s crucial that the messaging stays consistent across every single communication channel. The integration between Aircall and Richpanel helps deliver consistent messaging to the customer, which ultimately creates a better experience for them. 

How Bumpboxx Uses Call Whispering and Call Recording to Train Its Support Team 

As a team leader, Christina makes use of innovative Aircall features like call whispering and call recording to make sure her team knows how best to support their customers. Call whispering also allows Christina to discreetly listen in on live calls and step in if there’s a particularly challenging customer on the line. 

“Especially for new hires, I can use call whispering to tell them to take a deep breath and pause. It helps us support our agents and prevent them from being flustered, which helps them learn and makes their job easier.”
— Christina Ebersole, Head of Human Resources at Bumpboxx

Not only does Aircall’s call whispering feature allow Christina to step in and guide employees through calls, but it also enables the team to present a united front and deliver consistent customer messaging. 

Plus, Aircall’s live feed and analytics tools take all the guesswork out of call activity. 

For example, if missed-call rates were higher than usual, Aircall allowed team leaders to dig into the details for context. The issue might not be lots of missed calls, but a repeat caller who’d already been answered. This insight became invaluable for accurately tracking call activity. 

Getting Everyone on the Same Page: Aircall and Richpanel 

Christina chose Aircall mainly for its integrations with Richpanel and its built-in ease of use.

“Richpanel and Aircall are tools that feel like social media apps. They’re so easy to use, and our team finds them enjoyable to use.” 
— Christina Ebersole, Head of Human Resources at Bumpboxx

When a customer calls in through Richpanel, it doesn’t take long to move to the next person in the queue. Aircall’s integration with Richpanel gives Bumpboxx’s customers more transparency and encourages stronger teamwork within the company. Christina especially loves the transparency Aircall provides on her team’s performance. 

Christina and her team benefit from several of Richpanel’s caller insights features that come with note syncing. Aircall’s Live Feed, working together with Richpanel, gets everyone on the same page, optimising teamwork and producing positive results. This one change alone created a lasting shift in the Bumpboxx team dynamic. 

“It’s like Richpanel and Aircall were made to go hand in hand.”
— Christina Ebersole, Head of Human Resources at Bumpboxx

Now, support teams can access the same dashboard and collaborate better to deliver overall customer satisfaction—it’s no longer about who answers the phone first. The Richpanel integration also means the team can upsell faster, personalise outreach, and improve retention. 

“With Aircall and Richpanel, everyone wins. The customer and our internal customer-facing teams.”
— Christina Ebersole, Head of Human Resources at Bumpboxx

Aircall worked closely with Richpanel to create the ideal partnership for Bumpboxx’s support team. Just as Bumpboxx updates old-school audio hardware with modern tech, Aircall transforms the traditional practice of team-led customer communications with innovative features. 

It’s time your organisation improved customer service like Bumpboxx. Try Aircall for free for seven days.