SupportZebra x AG1 Video Testimonial
How SupportZebra Scaled Support Operations & Achieved 98% CSAT for 12+ Years
For over 12 years, SupportZebra has partnered with AG1 (Athletic Greens) to scale world-class customer support operations. AG1 went from 12 SupportZebra agents to over 80, while consistently maintaining 97–98% CSAT, near-instant first response times, and rapid adaptation to their fast-changing business model. In this testimonial, AG1 shares how SupportZebra’s support team exceeded service benchmarks across phone, chat, and email, while keeping pace with frequent operational changes and delivering exceptional customer experience.
Watch the Testimonial
Client Q&A: How SupportZebra Helped AG1 Scale & Improve CX
How long has AG1 been working with SupportZebra?
AG1 was one of the very first SupportZebra accounts, and the partnership has now lasted over 12 years, growing together significantly over time.
What measurable customer service improvements did AG1 experience?
SupportZebra consistently achieves 97–98% CSAT, exceeding AG1’s target of 95%. Service speed targets are not just met — they’re surpassed:
- Phone answered in ~9 seconds
- Chat responded to in ~19 seconds
- Email handled in 24–29 minutes
What metrics matter most to AG1?
First response time and CSAT. SupportZebra outperforms both metrics every month.
How does SupportZebra handle AG1’s rapid operational changes?
AG1 changes processes frequently, sometimes every few months. SupportZebra’s team adapts instantly, picking up new procedures without disruption and consistently delivering high-quality customer experiences.
Why does AG1 continue to work with SupportZebra after 12 years?
The SupportZebra team is fast, friendly, highly knowledgeable, adaptable, and consistently high-performing. Customers rave about the experience.
Full Transcript
How long has SupportZebra been working with AG1?
We were one of the first or second accounts for SupportZebra. It’s been about 12 years that we’ve been working together. We really grew up together and have grown together. It’s been so much fun.
Can you share some notable stats or performance improvements?
The most important stats to AG1 are first response time and CSAT.
We ask for 95% or better for CSAT scores, and this team is consistently at 97% or 98%, which is amazing. You can hardly get better than that.
We’re also super aggressive with our first response time. Our goals are:
- Emails: within 2 hours
- Chat: 30 seconds
- Phone: 30 seconds
But this team consistently beats those targets:
- Phone: ~9 seconds
- Chat: ~19 seconds
- Email: usually between 24 to 29 minutes — almost live response
So the service our customers receive is incredibly fast, friendly, and handled by true experts who’ve built deep knowledge over the years.
That’s incredibly efficient customer service. How has the team handled the pace of change at Athletic Greens?
AG1 changes all the time — that’s just an absolute. We change every few months. I may say “this is what we’re doing,” and then three months later, it’s something different because we evolve so quickly.
But this team? Change is never a barrier to their success. They always pick up what’s needed and do what’s necessary. They’re so good at what they do. Our customers rave about them, and we love our partnership with the SupportZebra team.
Thank you so much for sharing your insights.
Thank you!
