A UK fashion brand growing at 40% MoM faced a support crisis. Here's how they went from drowning in tickets to fully automated — in less than two weeks.
By March 2025, a London-based fashion brand was generating 500+ support tickets per day. Their one support VA was handling 80 tickets. The remaining 420 went unanswered for 24–48 hours. CSAT was 2.8/5. They were one viral complaint away from a PR crisis.
The situation when they came to us
- 500+ tickets/day, 420 unanswered daily
- 1 support VA, working 10-hour days
- 2.8/5 CSAT, 38% repurchase rate
- 17% WISMO rate — 85 "where is my order" emails per day
- No knowledge base, no automation, no proactive notifications
The 14-day implementation
Day 1–3: Knowledge base build. We extracted their return policy, shipping info, and product FAQs and built a structured knowledge base. Day 4–7: AI training and testing on 200 historical tickets. Day 8–14: Gradual rollout, starting with WISMO and FAQ automation, adding return initiation and order modification by day 14.
Results at 30 days
- 94% of tickets handled automatically
- Average response time: 6 seconds
- CSAT improved from 2.8/5 to 4.6/5
- Repurchase rate improved from 38% to 61%
- VA now handles 28 complex tickets per day — genuinely difficult cases only
4.6
CSAT score (up from 2.8) after 30 days on Raisolve
