Customer Experience Enhancements at Echo

As we begin Q2 of 2025, we're proud of the strides we've made in enhancing our customer experience to serve you better. We believe in continuous improvement, and the feedback from our loyal customers is central to shaping how we evolve. Here's a look at the key improvements we’ve made this quarter.

Enhancing Support & Communication

Our customer support team has been working diligently to maintain top-tier service, even with a significant surge in inquiries—more than double compared to the previous quarter. While our average response time remains an impressive 5 minutes, we recognize that increased demand has occasionally led to longer wait times. To address this, we’ve expanded our support team and introduced text message support for more immediate, convenient assistance.

We’ve also expanded our FAQ section with 31 new articles on the Echo Flask and 23 more covering the Echo App. Additionally, we've introduced a new customer account experience on our website, making it easier to manage orders, track packages, and access product resources all from one place.

Commitment to Continuous Improvement

We are committed to ensuring that our customer support team stays motivated and continues to offer exceptional service. That’s why we’ve introduced annual performance reviews for our team. While our customer satisfaction scores dipped to 85% this quarter due to shipping delays, we are dedicated to resolving any issues and improving our processes. Here’s what some customers had to say:

• “Fantastic service! Service alone will lead me to buy more products in the future.”

• “Korby is incredibly helpful and makes the effort to accommodate your concerns.”

Technical Support & Product Resources

Our technical support team is proud to report a 100% customer satisfaction rate. We’ve optimized our support schedules to ensure availability during peak hours and introduced a simple contact form for machine-related inquiries, making it easier to request a callback.

We’ve also added more video demonstrations to our product resources, helping you troubleshoot more quickly and easily.

Echo Flask & Shipping Transparency

We understand the frustration caused by the delays around the Echo Flask launch. To address this, we’ve increased communication by sending weekly shipping updates for backordered products and revamped our order confirmations. We’ve also ramped up production to fulfill orders faster and reduce backorders.

New Product Protection Option

Based on your feedback, we've introduced an additional product protection option that covers accidental damage, offering you peace of mind beyond the standard warranty. Plus, we’ve launched Net Promoter Score (NPS) surveys in our post-purchase emails and SMS, allowing us to gather your valuable feedback and continue improving.

Thank you for being part of our journey. Your satisfaction is our priority, and we look forward to delivering an even better experience in the months ahead.