Case studies

What a true support partner can do.

Results from our founder's work leading CX and operations for ecommerce brands from under $1M to 8 figures.

A packaging fix that cut complaints and improved subscription retention

Spotted a ~30% jump in the complaint rate that was quietly costing subscription revenue.

The challenge

A fast-growing subscription brand was seeing more complaints about its refrigerated product arriving warm. With orders climbing, the rise looked like normal growth. But complaints per order were up about 30%, so it wasn't just scaling with sales, and it was driving subscription cancellations.

What we did

Tracked complaints as a rate against orders, not as a raw count.
Broke the rate out by product and issue to find where it was coming from.
Brought the numbers to the client with a clear suggested solution.

The result

The client switched to a different type of ice pack, and complaints fell below their previous normal range. That saved money on the replacements they had been sending because of the packaging, and improved subscription retention.

When you grow fast, more complaints can look like a normal side effect of more sales. We compare every spike against your real sales, so we know when it's normal and when something is actually wrong, and your team doesn't waste time chasing false leads.

50+ missed orders caught and shipped

50+ customers contacted before most of them wrote in, with no duplicate orders.

The challenge

A small spike in “where is my order” tickets looked routine. In reality, it was the first sign that a pallet of orders was marked as packed and shipped but never actually went out.

What we did

Caught the spike early in ticket tracking.
Traced the tickets to that one pallet and reviewed every affected order. We found that none of them had shipped.
Contacted all 50+ customers proactively and got their original orders shipped.

The result

A frustrating moment became proof that the brand cared. Shipping the original orders instead of duplicates kept inventory accurate, and the brand tightened its shipping process for future orders.

This is the difference between support that goes through the motions of answering tickets and a team that cares about your brand and goes the extra mile when something seems off.

An AI agent trained to handle 63% of conversations

An AI agent handling 63% of conversations and 4,400+ agent hours saved over six months.

The challenge

An ecommerce brand had a high ticket backlog, so customers were waiting days for a reply. The team needed a way to keep up with growing volume without growing at the same rate.

What we did

Rolled out an AI agent to take over repeat tickets.
Reviewed its conversations daily, the way we'd QA a human agent.
Coached it until its responses were ready to go live and it followed the right processes.

The result

Customers with repeat questions got answers in minutes instead of days. The AI agent took on about the workload of four full-time agents, so the brand avoided hiring as ticket volume grew. Daily reviews of its conversations kept quality in check.

An AI agent is only as good as the person training it. With the right training, it helps your customers instead of frustrating them. We take care of that training and the ongoing QA, so it stays current as your products and policies change.

From 13-hour replies to 2 hours, without hiring at the same pace

First response time cut from 13+ hours to about 2.

The challenge

A growing ecommerce brand's support team was answering every ticket by hand. As order volume rose, customers were waiting more than half a day for a first reply.

What we did

Built macros for the most common questions so agents stopped rewriting the same answers.
Set up automation rules to route, tag and prioritize tickets on arrival.
Launched a help center so customers could answer simple questions themselves.
Built a QA scorecard from scratch so speed didn't come at the cost of quality.

The result

Response time dropped from 13+ hours to about 2, and the team had systems that scaled without adding headcount at the same rate as ticket volume.

The right systems let your support keep up with growth, without your headcount growing at the same pace.

Moved support out of Gmail and found the product issue driving replacements

A product quality issue found, measured against sales and fixed.

The challenge

A brand was still running support out of Gmail, with no helpdesk and no tracking in place. Every ticket got answered, but it was impossible to see trends, so the same product problem kept repeating hundreds of times a month, and each replacement cost money.

What we did

Moved support from Gmail into a helpdesk with tagging and tracking.
Tagged every ticket by contact reason and root cause, which surfaced a product quality issue.
Measured the fault rate against sales, so the issue came with data behind it and wasn't just a flag.
Reported it to the brand with the numbers.

The result

With the data in hand, the brand resolved the product issue. Refund and replacement costs dropped sharply, including repeat replacements on the same order, and customers got a better experience.

An inbox hides patterns. Tracking shows what's costing you money.

Sensitive health reports handled the right way

Every adverse reaction report handled through the doctor's process and escalated.

The challenge

A medical foods brand received customer reports of side effects mixed in with everyday support tickets. These reports included sensitive health information, so each one needed careful handling and a clear record.

What we did

Followed the doctor's process and report form for every case, mild or urgent.
Escalated every report to the doctor on staff.
Recorded the order and batch, symptoms, onset, length of use and treatment for each report.
Completed HIPAA training through the brand's doctor.

The result

All customer concerns were handled with care and urgency. Sensitive reports never sat in a general queue, and customers' health information was handled appropriately at every step.

When customers share sensitive information, your support team needs to know how to handle it.

Find out what your tickets are telling you.

Tell us about your support today. We'll look at your volume, your top contact reasons and where refunds are going, then suggest where to start.