Renewal-ready results, one honest gap, and a clear next step for 2025.
We agreed this was the north-star metric for Brightline's support experience — and the foundation for scaling through the holiday surge.
Brightline went from one of the slowest response times in its peer set to a genuine competitive advantage.
The holiday surge hit hard — but Brightline absorbed the volume without adding agents or sacrificing quality.
Driven by holiday demand, promotional events, and new product launches.
Workflow improvements, macros, and queue automation kept the team efficient.
Faster, more consistent responses translated directly into happier customers — even as ticket volume surged.
The jump is especially meaningful because it happened during the highest-volume quarter of the year — proof that speed and quality scaled together.
The ultimate stress test. Brightline's busiest support weekend ever ended Monday morning with a clean queue.
Pre-built holiday macros, prioritized queues, and real-time queue monitoring let the team route, respond, and resolve at speed. No all-hands panic. No emergency temp hires. Just the same 40 agents working smarter.
Eight agents on the Returns team barely use Reso today. That's a risk to consistency — and a clear opportunity to extend what's already working.
Returns tickets live outside Reso's reporting, routing, and quality controls. That creates blind spots in SLAs, coaching, and the customer experience during high-stress post-purchase moments.
Bringing Returns into Reso would unify Brightline's support stack, unlock cross-team reporting, and set up the team for the next phase of automation.
By handling the volume surge without adding headcount, Brightline avoided roughly two new support hires this year.
The AI-Autoresponder is the natural extension of the progress we've already made. It auto-handles the ~40% of tickets that are simple "where's my order" questions — the exact work that's keeping the Returns team underwater.
Six weeks gives us time to align, configure, and lock in the renewal with confidence. Here's the proposed timeline.