A growing e-commerce brand automated tier-1 customer support, order tracking, and return processing to handle 10x volume without adding headcount.
Annual cost savings
Faster response times
Tier-1 auto-resolution rate
Support rating (from 2.1★)
Rapid growth pushed support ticket volume from 500 to 5,000 daily. Hiring and training agents couldn't keep pace, leading to 48-hour response times and a 2.1-star support rating that threatened customer retention.
Herculean AI's teammate was integrated with the brand's e-commerce platform, payment processor, and shipping providers. It handles order status inquiries, processes returns and exchanges, resolves common billing issues, and escalates complex cases with full context to human agents.
Our support team went from drowning in tickets to proactively solving issues. Response times dropped 64% and our ratings completely turned around.Director of Customer Experience, E-Commerce
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