The Breather Deflected 1,200+ Support Tickets in 30 Days With Answer HQ - Here’s How

Jacky Liang

May 26, 2025

"Answer HQ has transformed how we handle customer support. First 30 days alone, Answer HQ deflected over 1,200 support tickets - cutting inbound volume by nearly 40% across email and phone calls. Our team can focus on more complex customer needs instead of repeating the same information about our respiratory devices. The advanced analytics have been particularly valuable – seeing what customers consistently ask has helped us identify gaps in our website content that we never would have spotted otherwise."

— Jared Eslick, Marketing Manager at The Breather

Helping Respiratory Health Customers Breathe Easier

The Breather is the maker of the world's first and most trusted respiratory muscle training device, designed to enhance breathing strength through resistance training. Their products help the 80-90% of adults suffering from dysfunctional breathing patterns due to stress, COPD, asthma, cardiac problems, Long COVID, or sleep disturbances.

With products focused on improving such an essential aspect of health, their customer service team faces unique challenges in supporting users with varying medical needs and questions.

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Drowning in the Same Questions

For The Breather's customer service team, the daily challenge was unmistakable: they were spending countless hours answering the same questions over and over again. The “sheer number of repeated questions” was one of the company’s biggest hurdles before finding Answer HQ, said Yvan Balande, customer care manager.

And it wasn’t just the sheer number of questions that posed a challenge, but the time required to answer variations on the same question on repeat. “The biggest issue we faced was consistently getting the same questions asked over and over again via email, chat and phone calls," said Marketing Manager Jared Eslick.

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A Dramatic Transformation

In just the first 30 days after implementation, Answer HQ deflected over 1,200 support tickets - cutting inbound volume by nearly 40% across email and phone calls.

"Answer HQ is answering hundreds of questions a week, freeing up our customer care team to spend more time working on more important tasks," said Eslick.

Balande noticed an immediate difference as well: "My email and calls reduced significantly!”

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Unexpected Insights

While The Breather team came to Answer HQ hoping to streamline and improve their customer service, there was an additional, unexpected benefit too: a window into customer thinking.

"Because we're able to see the consistent questions our customers are asking now, we're now able to identify some key areas in our marketing and website that we need to adjust to so that we're answering these questions more efficiently,” said Eslick.

This discovery has transformed how they approach their entire customer experience. They now have clearer insight into customer pain points, allowing the marketing team to proactively address common questions through more targeted content and messaging.

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A Partnership That Works

Answer HQ’s responsiveness, the platform’s simplicity, and founder Jacky Liang’s commitment to ongoing customer communication have combined for a positive experience for The Breather team. Both team members highlighted the responsive nature of their implementation experience:

"Jacky has been very easy to work with,” said Eslick. “He's able to resolve issues quickly and takes our feedback to make consistent improvements into Answer HQ."

Added Balande, "Communication is the key to success in integrating your business with Answer HQ and Jacky understands that and will do everything in his power to make that possible."

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From Customers to Advocates

"If you have a business with an online footprint you need to be looking into a service like Answer HQ,” said Eslick. “From the time savings and analytics we're getting it's become an integral part in our e-commerce business.”

Would The Breather team recommend Answer HQ to others? "Absolutely!" said Balande.