BattlBox is a subscription service that provides camping, survival, EDC, and all-around epic outdoor gear at affordable prices. The brand has an expert team of outdoor professionals who curate and test hundreds of products and select the best equipment to send to customers. To date, BattlBox has shipped over 1 million boxes.

For years, BattlBox has built a large community of engaged customers thanks to high-quality products and excellent customer service. John Roman, CEO BattlBox, soon realized such strong connections are their opportunity to turn CS into a profit center.

In a recent interview, their founder John Roman shared what they've done to win back churned customers, drive revenue from customer service, and achieve their goals.

1. Create a specific coupon code for each agent

BattlBox customer service agents each had a specific coupon code that they could share with customers to help drive revenue and win back business. 

2. Personalized customer outreach across channels

BattlBox identified that many customers hadn’t canceled by choice but due to issues like credit card problems or missed emails. Initially, they partnered with Gravy to recover revenue from these passive churns but found it to be expensive.

"There was a return, but Gravy is expensive. Our CS agents could do it internally."

BattlBox started using Gorgias to send text-only emails directly to their customers. This change helped BattlBox reach customers more effectively, bypassing spam folders. 

"Previously, we contacted customers through a traditional email platform, and those emails often went to the promotion tab or spam folder. Now with Gorgias, a lot of our emails hit customers' inboxes," John said.

Since the switch, Battlbox has generated over $10,000 in revenue from their customer service.

"We were paying Gravy, and now we don't have to pay them because our CS staff can do that with Gorgias," John said.

3. Streamlining upselling to boost revenue from new customers

Using Gorgias’s integrations, BattlBox developed a more efficient workflow, including automated welcome emails with upsell opportunities for new customers. This streamlined process has contributed to consistent monthly revenue, reaching $70,000 per month. 

Moving forward

Gorgias has been crucial in helping BattlBox recover churned customers, boost revenue through upselling, and strengthen customer retention. John Roman plans to continue experimenting with new strategies to enhance customer satisfaction and further leverage customer service as a profit center.