A look back at what we shipped together this quarter — and the next step for your support operation.
When Brightline onboarded, FRT was sitting at 4 hours. We agreed on an aggressive target for this quarter — fast enough to feel different to your customers, realistic enough to hit without adding headcount.
That's 67% faster than baseline — and 35% under the target we set. Your customers are hearing back while the question is still top of mind.
The holiday surge didn't require a single overtime shift or temp hire. The workflows we built in Q3 absorbed the load.
An 8-point lift in one quarter. The fastest-moving CSAT curve we've seen on the Reso platform this year.
This is the stress test every e-commerce support team dreads. Brightline's team walked into Monday with a clean queue — and a CSAT that actually rose over the weekend.
At Brightline's current volume, a 4h FRT would have required roughly two additional agents to keep the queue clean through the holidays. The Reso platform — plus the workflows we tuned together — absorbed that work instead.
Put another way: your $48k/yr Reso contract paid for itself twice over before Q4 even ended.
We'd be doing you a disservice if we only talked about wins. Your Returns team — 8 agents handling one of your highest-friction workflows — has never really adopted Reso. They're triaging in Gmail, which means slower replies, no visibility for leadership, and a hidden drag on CSAT.
Returns is the #1 driver of repeat contacts. Off-platform work means we can't measure it, coach it, or automate it. It's also where the next CSAT dip will come from.
Returns tickets are highly patterned — exactly the kind of volume that automation handles beautifully. This is where the next unlock lives.
Our recommendation: lock in the 40 seats that delivered this quarter's results, and add the AI Autoresponder to finally bring the Returns team onto the platform — by removing ~40% of their tickets before they even hit a queue.
We're not here to sell you a line item. We're here to make sure Brightline's support team walks into next year faster, lighter, and measurably better.
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