◆ Northwind
·
Customer story
Northwind cut support response time from 6 hours to
Industry
E-commerce logistics
Team size
1,200 employees
Agents deployed
14
Plan
Enterprise
Faster first response
Saved in the first year
Tickets resolved without a human
Northwind’s support team handled 40,000 tickets a month across five languages. Peak season doubled that volume, and response times stretched past six hours.
Hiring could not keep pace, and the tools they had tried could only suggest canned replies. Agents still had to read every ticket, look up every order, and write every answer.
In two weeks, Northwind deployed a Support Triage agent connected to Zendesk, Shopify and their warehouse database. It reads each ticket, checks order status, and drafts a reply in the customer’s language.
Simple requests like tracking updates are resolved automatically. Anything involving refunds above $200 goes to a human with a full summary attached.
“We replaced four internal tools with two agents. Our team now spends its time on the conversations that need a human.”
Priya Natarajan
VP Support, Northwind