Support ticket backlog cleared. CSAT up 41 points.
A fast-growing DTC e-commerce brand was drowning in Tier 1 support tickets โ order status, returns, and FAQs โ that were consuming their entire 4-person support team. After deploying the Tier 1 Support Specialist and Website Chat Agent, they resolved 91% of tickets autonomously and freed their team to focus on VIP customers and complex escalations.
Nova Commerce was processing 2,000+ support tickets per month during peak season. Their 4-person team was spending 85% of their time on repetitive Tier 1 queries โ order tracking, return initiation, size exchanges, and coupon issues. Average first response time was 6.2 hours, and their CSAT score had dropped to 61 out of 100. They were losing repeat customers due to slow support, and hiring more agents wasn't financially viable at their current margin.
Manageless deployed a Tier 1 Support Specialist trained on Nova's full product catalog, return policy, shipping carriers, and FAQ database. The agent resolved order status, returns, exchanges, and coupon queries autonomously โ escalating only complex or emotionally sensitive cases to human agents with full context. A Website Chat Agent was added to deflect pre-purchase questions and reduce ticket volume at the source.
Within 45 days, Nova's Tier 1 resolution rate reached 91% โ meaning only 9% of tickets required human intervention. First response time dropped from 6.2 hours to 4 minutes. CSAT jumped from 61 to 94. Their support team was reduced from 4 to 2 agents through natural attrition, with the remaining agents handling only VIP and escalation cases โ a role they found far more fulfilling.
"We went from a 6-hour response time to 4 minutes overnight. Our CSAT went from 61 to 94 in 45 days. The support team that's left is happier than they've ever been โ they only handle the interesting stuff now. This is what modern support looks like."