A retrospective on our record-breaking Q4 achievements, and a collaborative roadmap to unlock your next level of support efficiency.
Reviewing how your 40-agent team crushed Q4 goals, shattered response time targets, and navigated peak season effortlessly.
Addressing the siloed Returns team currently on email, and analyzing the customer experience and operational risks involved.
Introducing Reso AI-Autoresponder to automate 40% of standard ticket volume, unlocking capacity to unify your operations.
Last quarter, we aligned on an ambitious goal: get your First Response Time (FRT) under 2 hours to meet rising modern customer expectations.
Through workflow optimization and smart routing, your team didn't just meet the goal—they completely shattered it.
Customers are getting resolutions faster than ever, drastically reducing follow-up "double-ticketing."
Up from 81% last quarter. Speed has directly translated into happier, higher-LTV customers.
Massive holiday surge successfully absorbed with the exact same 40-agent headcount.
Black Friday through Cyber Monday is the ultimate stress test for retail support. This year, Brightline faced unprecedented scale.
Thanks to custom macros, auto-categorization rules, and collaborative workspace setups, your 40 agents processed massive spikes without burning out or letting response times slip.
By dramatically reducing response times and optimizing agent workflows, Reso has allowed Brightline to scale support without scaling headcount costs.
Without Reso's automation and efficiency gains, handling a 30% volume increase would have required hiring at least 2 additional full-time agents to maintain SLA standards.
While your core 40 agents are highly optimized on Reso, your 8 Returns agents are currently operating in a silo, relying on a shared email inbox.
How do we bring the Returns team into Reso without exceeding your current budget or hiring more staff? We automate the simple.
Analysis shows that ~40% of Brightline's incoming tickets are simple, repetitive "Where is my order?" (WISMO) questions.
Reso AI-Autoresponder securely connects to your Shopify store to answer WISMO queries instantly. No agent touch required. 100% resolution for standard queries.
Let's lock in another year of high-performance support, unify your operations, and introduce powerful automation.
40 Seats fully optimized for core billing, shipping, and general support.
Full automation of WISMO tickets, unlocking the capacity of your existing seats.
* The Efficiency Play: By automating 40% of tickets, your 40 existing seats can easily absorb the 8 Returns agents. No need to purchase extra seats.
We can have the AI-Autoresponder trained and the Returns team fully integrated within your current 6-week renewal window.