Customer Highlight: Base Case

TL;DR:

• Arthur Jessop, founder of Base Case, managed every single customer support ticket personally to safeguard the brand

• This decision became a blocker to scaling his company's expansion.

• By leveraging Weav to replicate his unique expertise, Arthur successfully automated 70% of inquiries, ensuring customers received the same nuance and attention he once provided alone.

• Deploying an AI partner gave Arthur the freedom to disengage from the queue and refocus on growth

Casey here, and I'm excited to do a quick highlight on of our favorite customers: Base Case.

Who is Base Case?

Base Case founder Arthur Jessop built his first Base Case out of his garage. Launched via community funding on Indigogo, today, Base Case is the ultraportable workstation trusted by hedge funds, defense teams, RV nomads, and musicians like T-Pain. 

Their goal is to "transform the way professionals work efficiently anywhere without screen limits." Their Executive Case and Quadzilla are some of the coolest products that we're featured as CES this past year.

Base Case Problem

As the business was taking off, there was one part that Arthur hasn’t wanted to hand off: support. "When you're the founder, the business is personal to you," he says. "Your support feels like a personal reflection of you. So I took every ticket by myself."

This is an all too familiar trap for founder-led brands. The instinct that builds a company in the early days is the same instinct that quietly caps how fast it can grow. Answer everything yourself, protect the brand voice. These are costs on the business that doesn’t allow you to scale.

Every hour Arthur spent on support was an hour he wasn't spending on other areas that grow the business:

• Sourcing parts and supply chain management

• Closing enterprise deals

• Building the next product.

For a founder who is trying to quickly scale a company, that trade-off was becoming unsustainable. He couldn't be every where at all once, which meant that something had to give.

Weav + Base Case Solution

Arthur needed to find a partner that he could trust to maintain the level of support and enthusiasm that he has. He enlisted the help of Weav to train an AI Agent on Base Case. Everything from product knowledge, from carry-on dimensions to I/O specs.

Today, Arthur’s Base Case agent handles the routine questions which make up ~70% of all Base Case's support tickets. The best part, each response is handled the way Arthur would with the same tone, same precision, same care. No canned scripts, no customers bounced to a generic bot.

Weav's ability to cleanly hand off escalations for the other 30% of support tickets allows Arthur to still be there to answer those questions."I can focus on growing Base Case while staying close to customers when needed," he says.

Arthur didn't have to choose between being hands-on and hands-full with his business. He got both back.

If you're a founder and need to get some of your hours back, see how Weav works.