We work hard to ensure everything we do and make is people- and planet-friendly. Our core values guide our product design, our manufacturing processes, our partnerships and advocacy, our marketing efforts, and even our customer support.
Customer support can mean many things, including:
- Answering questions about our products and how to use them
- Helping customers place, track, and manage orders
- Solving technical problems and fixing mistakes
- Communicating honestly and transparently about our company
- Listening to feedback and continuously improving
You may notice that each of these is grounded in communication and relationships. Customer support is how we talk to you, listen to your questions and needs, and respond in ways that improve not only your experience, but the experience we offer all our customers. It’s a learning and growing process that requires care and consideration.
That’s why we prioritize human interactions in our customer support. When you write to us, a person on our Chicago-based team takes the time to read and respond to your message. They may ask you follow-up questions, discuss your message with other team members, or investigate why something is happening and how to make it right. Whatever the response, you can be sure it was written by a human.
More and more companies and services are turning to artificial intelligence and other technologies to handle their customer service. We disagree with that approach for several reasons:
- We don’t believe that these tools can offer the level of care and concern that customers deserve. When it comes to listening, finding creative solutions, providing accurate and nuanced information, and communicating through our values, nothing can replace a human. Simply put, chatbots don’t meet our standards.
- Generative AI tools are known to produce hallucinations, which are inaccurate or flawed statements. There is already too much greenwashing around cleaning and laundry products, ingredients, plastic, and other health and environmental concerns. Once again, we don’t believe that chatbots meet our high standards of transparent and accurate communication.
- AI poses numerous environmental and ethical concerns. In other words, there is a lot of evidence to suggest that it is neither people- nor planet-friendly.
Every decision has trade-offs. Humans can’t respond as quickly as machines, and thoughtful, solution-oriented responses can take time. We’re a small business that handles customer support in-house alongside manufacturing, shipping, marketing, and more.
What this means for you:
- If you reach out to us, please understand that it might take us a bit longer to get back to you. This is especially true when we’re running promotions and answering a lot of messages at once. We appreciate your patience and understanding.
- Please reach out through the contact form on our website (not social media or other channels). The form goes directly to our customer support team, who are best equipped to help you out.