60% Faster Response Times. RetailPlus.
Mid-size e-commerce retailer. 50,000+ customers. Eight support agents drowning in 800+ daily tickets. Average response time: 4 hours. CSAT score: 72%. Hiring budget: zero. They needed a system, not more headcount.
60%
Reduction in average wait time
3x
Faster ticket resolution
92%
CSAT score (was 72%)
$0
Additional hiring cost
What Was Breaking
800+ support tickets per day across email, chat, and social media. Eight agents could not keep pace. Tickets routed to the wrong person. Multiple handoffs before resolution. 4-hour average first response. CSAT at 72% and falling. No budget for additional hires. The manual process was breaking.
What We Installed
SmartDesk AI installed to triage and route all incoming tickets automatically. System categorizes each ticket by type and urgency, then routes to the best-matched agent based on expertise and current workload. For common questions — order status, returns, shipping — the system generates one-click response suggestions. Installation took three days including Zendesk integration and training on historical ticket data.
“SmartDesk AI runs our entire triage process now. Agents are not drowning in misrouted tickets anymore. Customers get fast, accurate help. We saw the ROI in two weeks. It is the most reliable part of our support operation.”
Sarah Chen
VP of Customer Experience, RetailPlus
Run the Same Systems as RetailPlus
See how SmartDesk AI and ChatFlow run inside your operation.