A rapidly growing ecommerce company handling 35,000+ monthly inquiries needed a scalable, AI-first support model to improve response time, reduce backlog, and maintain customer satisfaction.
Faster First Response
Customer Satisfaction
Ticket Backlog Reduction
Higher Volume Managed
A fast-growing ecommerce retailer managing high-volume support across email, chat, phone, and social channels.
Without structured workflows or automation, operations struggled with delays, inefficiencies, and declining customer experience during peak periods.
Improvement in First Response Time
Customer Satisfaction (from 78%)
Ticket Backlog Reduced
Higher Inquiry Volume Managed
| Metric | Before DXW | After DXW |
|---|---|---|
| First Response Time | 10+ hours | 80% faster |
| Customer Satisfaction | 78% | 93% |
| Ticket Backlog | High | 65% reduced |
| Query Handling | Manual heavy | AI-assisted automation |
“DXW transformed customer support operations into a scalable, AI-first system that improved response speed, reduced backlog, and delivered consistent customer experiences across all channels.”
