300% support capacity increase
How RetailTech Solutions transformed their operations with Azently's AI voice agents
Client Snapshot
Industry
E-commerce & Retail
Company Size
1000+ employees
Location
Global
Primary Challenge
Inability to scale support during peak seasons
Client Background
RetailTech Solutions is a leading e-commerce platform with millions of customers worldwide. During peak shopping seasons, their customer support team was overwhelmed with inquiries about orders, returns, and product information, leading to long wait times and decreased customer satisfaction.
The Challenge
The company struggled with significant seasonal spikes in support volume, with inquiry volume increasing 400% during Black Friday and holiday seasons. Hiring and training temporary staff was expensive and time-consuming, and quality was inconsistent. Customer wait times increased dramatically, and satisfaction scores dropped during peak periods.
The Solution
Azently deployed AI customer support agents that handle routine inquiries including order status, return processing, product information, and shipping questions. The AI agents integrate with their order management system and can provide real-time updates to customers. Complex issues are seamlessly escalated to human agents with full context.
The Results
Measurable impact on business operations and customer satisfaction
Capacity Increase
Handled 3x more customer inquiries without additional staff
First Contact Resolution
Resolved customer issues on first contact without escalation
Cost Reduction
Reduced support costs per inquiry by half
Satisfaction Score
Maintained high satisfaction even during peak seasons
"Azently's AI customer support agents were a game-changer during our peak season. We handled three times the volume with no additional hiring, and our customers were happier than ever. The ROI was immediate and significant."
Michael Chen
VP of Customer Operations, RetailTech Solutions
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