Customer Experience & AI Agents
Fast, on-brand support on every channel, with AI doing the routine work.
We care for your customers the way you would. Our hybrid model pairs AI agents that typically resolve routine contacts in seconds with trained human agents for everything that needs judgment or care. Our goal is lower cost per order, faster responses and a weekly read-out of what customers are telling you.
Wherever your customers ask.
Email & web forms
Order status, returns, exchanges, sizing, product questions, damaged items.
Live chat
Pre-purchase guidance, fit advice and cart rescue, with AI handling first touch.
Social DMs & comments
Instagram, Facebook and TikTok messages and comment moderation.
TikTok Live
Real-time comment answers, pinned FAQs, link drops and escalation during shows.
Voice
Phone support with AI voice triage and human callback for complex issues.
Marketplaces
Amazon buyer messages, plus Walmart and TikTok Shop service, managed with the aim of keeping your metrics in good standing.
Reviews
Responses to reviews on site and marketplaces, with issues routed to the right team.
Wholesale & B2B
Retailer order questions, tracking and claims for wholesale accounts.
AI where it is reliable. People where it matters.
The AI agent is connected to your store, order data, return portal and policies. It is designed to resolve routine contacts end to end and hand off to people with full context when a conversation needs judgment.
Always human: chargebacks and fraud, damaged or unsafe product, influencer and press contacts, VIP customers, anything angry or sensitive, and any refund above your approved threshold.
| Contact type | Handled by |
|---|---|
| Where is my order | AI agent |
| Return and exchange initiation | AI agent |
| Sizing and fit questions | AI agent, human on request |
| Address changes, cancellations | AI agent within policy |
| Product defects and quality | Human agent |
| Refund exceptions | Human agent |
| Escalations and complaints | CX Lead |
How we keep support on-brand.
Brand training
Agents are trained on your products, fit, materials, care, policies and tone of voice before going live, with a certification check and refreshers each season.
QA scoring
A weekly sample of human and AI conversations is scored for accuracy, policy compliance, tone and resolution. Scores and coaching notes are shared with you.
Knowledge base
Macros, help center articles and AI guidance are maintained as one source, updated whenever a policy, product or promotion changes.
Our target goals.
| Metric | Target goal |
|---|---|
| Chat first response | Under 60 seconds in covered hours |
| Email and DM first response | Under 4 business hours |
| TikTok Live comment response | Under 30 seconds during shows |
| CSAT | 4.5 / 5 or higher |
| QA score | 90% or higher |
Support as a source of truth.
Every contact is tagged by reason, product and outcome. Each week you get the top contact drivers, products generating returns or complaints, and the fixes that could remove the contact entirely: clearer size charts, better PDP copy, faster shipping messaging.
These feed directly into Consumer Insights and Merchandising.
Platforms: Gorgias, Zendesk, Gladly, Kustomer, Re:amaze, Shopify Inbox, Loop, Narvar, AfterShip.
See what support costs you per order.
The diagnostic includes a CX review: contact rate, cost per order, top contact reasons and the share an AI agent could typically resolve.