Case Study: Helimix
Shaking up customer service for a revolutionary e-commerce brand
Jordan Holmes had invented something special: a vortex-mixing shaker bottle that was taking Amazon by storm. His product was scaling fast and selling thousands of units daily, but success brought an unexpected problem: he was drowning in customer inquiries.
“I was responding to all the inboxes for anybody who had complaints,” Jordan recalls. “I was doing everything, all the time.”
As a founder who genuinely cares about his customers, Jordan knew he needed help, but not just anyone. He needed a partner with the right personality: empathetic, thorough, and someone who wouldn’t get frustrated with customers. Someone who would treat his community the way he would.
Services
Proactive review management
Expert product support
Customer feedback analysis
Around-the-clock, US based, human-to-human support 7 days a week
The Results
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The Results •
Becoming product experts
As soon as we partnered with Jordan, we started becoming Helimix experts—testing the product, understanding how it works, and immersing ourselves in the fitness community that loved it. When customers called frustrated about a leaking lid or a mixing issue, we weren’t reading from a script—we were offering real solutions from real experience.
The goal wasn’t just to manage complaints, but to transform every interaction into an opportunity to strengthen customer loyalty.
Proactive problem-solving
We worked around the clock to track down any unhappy customer—even when Amazon made them nearly impossible to find—and turned frustrated buyers into brand advocates. We didn’t wait for problems to escalate; we reached out first, listened to people, and made things right.
“Phil and Ally are thorough. They’re disciplined. They’re not lazy,” Jordan says.
The result? Jordan could finally focus on what he did best—growing and innovating his business—while trusting that customer service was handled better than he could have done himself.
Fueling product innovation
Great customer service doesn’t just solve problems—it reveals opportunities. Our team became Jordan’s eyes and ears on the ground, tracking patterns in customer feedback and sharing insights that helped shape Helimix’s product evolution.
“If they see repeated feedback, then they can tell me about it, and we can consider that when it comes to modifications,” Jordan says.
This feedback loop gave Jordan practical intelligence about what customers loved, what confused them, and what features they wished existed. Instead of guessing what the market wanted, he had real data from real users—helping him make smarter decisions about product improvements and future innovations.
Jordan’s favorite part?
The complete peace of mind.
“Once you have Customer Connection implemented, it’s off your plate,” he says. “I don’t have to think about customer service anymore. I just know that it’s getting done.”
The results spoke for themselves. Customer after customer who’d been ready to write off the brand became vocal supporters instead. Our team consistently turned 1–3-star reviews into 5-star raves. And Jordan got back to focusing on what he does best: innovating and growing the business.
“If you can turn a customer around, you develop customer loyalty for eons,” Jordan says. “It’s invaluable. They’re going to tell their friends. They’re going to buy from you again. That makes a massive impact at scale.”
Helimix’s results
Over our partnership with Helimix:
The impact was significant. As Jordan puts it, “That difference in star rating, from 4.3 to 4.5, would be the difference of hundreds of units a day. It can easily be the difference of millions of dollars over the course of a year.”
Customer service didn’t just support Helimix’s growth—it became a competitive advantage that helped attract attention from major industry players. The company was eventually acquired by a major outdoor brand, a testament to the strong brand community and reputation Jordan built.
REAL RESULTS
★ ★ ★ ★ ★
Amazing products and customer service!
The Helix customer service is unmatched. They go above and beyond for their customer. I absolutely love their product.
Review by Cale on June 3, 2025
★ ★ ★ ★ ★
Best customer support ever
If your bottle is not working properly, they take care of you, fast and so kind. Best company I’ve ever worked with!! 100/10
Review by Kindle Customer on November 30, 2023
★ ★ ★ ★ ★
Amazing Company
Updated Review: After speaking with MONI at Helimix, I have a replacement cup getting sent out! I am more than thrilled to try this cup again after I came into a small issue. Moni provided me with the most amazing customer service I’ve ever had in my life. I was shocked with how much this company cares about their customers. You don’t see that anymore nowadays!
Review by Christina Zino on June 17, 2025
★ ★ ★ ★ ★
Great product, better customer service
The product is high quality and mixes everything well. But the best part was the customer service > broke the lid on mine and contacted them for a replacement and got everything finished in one day on the Saturday after black Friday. It was one of the fastest warranty processes I’ve ever had.
Review by Jinzy November 25, 2023
The bottom line: building a brand worth buying
When you combine an innovative product with empathetic customer service, you don’t just satisfy customers—you create advocates who lead to sustainable growth.
“You have to have good customer service if you want to have a good reputation,” Jordan says. “If you want your customers to appreciate your brand, respect it, and recommend it, that’s what Customer Connection will do: they’ll make the difference.”
Ready to turn your customers into superfans?
Let’s shake things up together. We’ll take customer service completely off your plate so you can focus on growing your business while we build the loyal community your brand deserves.