Customer Support Bot — Global D2C Brand
68%
Tickets resolved without agent
4min→35s
Average first response time
4.7★
Post-resolution CSAT score
$1.4M
Annual support cost reduction
The Challenge
A D2C brand with 400K+ monthly support interactions was running a 74-agent support team handling order status, returns, and product questions. 68% of tickets were identical in nature, but agent capacity during peak seasons was consistently overwhelmed.
What We Built
We deployed a conversational support bot across web chat and email handling order lookups (live Shopify integration), return initiation, product FAQs, and shipping policy questions autonomously. Complex escalations route to agents with full context — agents handle only judgment calls.
“We scaled through our biggest peak season with the same agent headcount. The bot handled the surge; our team handled the customers who needed us.”
— VP of Customer Experience
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