E-Commerce Support Partnership — Q4 Review
Prepared by Reso · Account Management
Starting point: ~4 hours average · Ambitious but critical
Brightline's support volume was growing fast. We agreed that speed to first response was the #1 metric to move — it's the foundation of customer trust during peak e-commerce seasons.
Target: 2h 00m · 35% under goal
Down from 4 hours — a 68% reduction in first-response time.
Ticket Volume
Holiday season surge
Same HeadcountCSAT Score
Up from 81%
+8 PointsHandled 30% more tickets with the same 40-agent team — and satisfaction still climbed 8 points.
tickets resolved
Friday – Sunday
This is what operational resilience looks like at scale.
Still on email — outside Reso
No visibility, no analytics, no automation
Are simple WISMO queries
"Where is my order?" — repetitive, low-complexity
This is both a risk (untracked work, inconsistent experience) and a massive opportunity (automation can unlock this team).
Saved in Avoided Hires
Faster resolutions with Reso meant Brightline didn't need ~2 additional support agents this year.
Reso's annual cost is roughly half of what Brightline saved in headcount alone.
~$48k/year
Lock in the foundation that delivered these results.
+$12k/year
Auto-handles ~40% of tickets — WISMO, order status, basic FAQs.
Total: ~$60k/year — still well under the $90k they already saved.
We're not just a vendor. We're the team that helped Brightline crush Black Friday and save $90k. Let's finish what we started.