Industry:
DTC Skincare / E-Commerce
Revenue:
7-Figure Annual
Location:
United States
Timeline to Live:
21 days
Services Used:
AI Customer Support + AI Workflow Automation
Primary Goal:
Reduce support volume and free team time for higher-value work
About the Client
A direct-to-consumer skincare brand operating across their own website and two marketplace channels, generating seven figures in annual revenue. A small, dedicated team managing everything from product development to customer service — with support volume growing faster than the team’s capacity to handle it.
The Challenge
The support queue was growing faster than the team could handle. Three team members spent the majority of every working day answering questions — most of which were identical, repeated by different customers. The founder was pulled into complex escalations daily. And despite the effort, response times were still lagging behind customer expectations.
- 200+ support tickets per week — 80% identical repeat questions across all channels
- Average first response time of 6–8 hours — well above customer expectation
- Founder personally handling complex escalations daily — consuming executive time
- No automation in place — every interaction required a human response
- After-hours queries going entirely unanswered until the following morning
The team needed the repetitive query volume handled automatically — so their time went to the conversations that genuinely required care, expertise, and judgment.
Our Approach
We analyzed 90 days of historical support tickets — categorizing every query by topic, frequency, and resolution complexity. The audit revealed that 71% of all tickets fell into eight repeatable categories that could be fully and accurately automated.
What We Built
A fully integrated AI support system — handling the majority of incoming queries automatically, around the clock, with intelligent escalation for everything that needed a human.
The Results
The system went live on day 24. Within the first 30 days, results were measurable across
every part of the pipeline the agency previously had no visibility into.
71%
Tickets Auto-Resolved
<3min
First Response
28hrs
Team Time Reclaimed
200+
Tickets/Week Handled
I was spending part of every single day in our support queue. That’s completely gone now. The AI handles it, the team handles what actually needs them, and I’m focused on growing the brand instead of answering the same questions on repeat.
— Founder, DTC Skincare Brand
Related Case Studies
The system went live on day 24. Within the first 30 days, results were measurable across
every part of the pipeline the agency previously had no visibility into.
7-Figure DTC Skincare Brand
71% of Support Tickets Resolved Automatically. First Response Time Under 3 Minutes
WHAT & HOW WE AUTOMATED:
Deployed a custom AI support agent trained on the full product catalog, FAQs, and policies. Integrated with helpdesk platform, built smart escalation routing, and added proactive post-purchase communication flows to reduce inbound volume.
Series A B2B SaaS Company — 2-Person Marketing Team
4x Content Output and 39% Higher Trial-to-Paid Conversion — Without a Single New Hire
WHAT & HOW WE AUTOMATED:
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Your Support Queue Doesn’t Have
to Consume Your Team.
Book a consultation and we’ll audit your current support setup — showing you exactly which queries can be automated from day one.
Bring your most common support questions. That’s usually where we start.
