E-commerce
Peak season support handled without a single extra hire
An AI support agent that resolves order, shipping and returns questions on its own and drafts replies for everything else, right inside the help desk.
- of tickets resolved without a human
- 58%
- median first response time
- 47 sec
- holiday ticket volume with the same team
- 3x
The challenge
Harbor & Pine sells handmade home goods online. Every November their support inbox tripled, and the five-person team spent the holidays copying tracking numbers and explaining the returns policy instead of helping customers with real problems.
What we built
We connected an AI agent to their store, shipping software and help desk. It looks up orders, shares live tracking, starts returns within policy and drafts replies for anything it is unsure about, so an agent can approve them with one click. Every answer follows their tone of voice guide.
The result
The team handled three times its usual ticket volume over the holidays with no temporary hires, and customer satisfaction held at 4.8 out of 5. Support now spends its time on product questions and custom orders.
Our customers get answers faster than ever, and my team actually enjoyed the holiday rush for once.
