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ECOMMERCERetention Machine

−50% reduction in support tickets.

LTV and logistics automation. AI handles 80% of tier-1 support, freeing the team to focus on retention and brand work.

TICKET_VOLUME
−50%
AVG_RESOLUTION
−71%
CSAT
4.6 / 5
LTV_LIFT
+22%

The challenge

A D2C brand was scaling from 1M to 10M ARR and the support team was the bottleneck. WISMO ("where is my order") tickets dominated. CSAT was slipping.

How we deployed

  • Tier-1 support agent connected to the OMS — answers WISMO, returns and exchanges in real time.
  • Automated post-purchase sequence with proactive shipping updates.
  • Anomaly detection on logistics — alerts CSM before the customer complains.
  • Win-back sequence on high-value lapsed customers.

What changed

  • Support ticket volume halved in 45 days.
  • Average resolution time dropped 71%.
  • LTV climbed 22% on the cohort that hit the new post-purchase sequence.
  • CSAT held steady at 4.6 while team headcount stayed flat.
"We stopped hiring CX agents and started building experiences again."

— CX Lead · D2C brand

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