Customer Stories
CX teams getting their queue back.
Three B2C support teams — apparel ecommerce, subscription logistics, consumer fintech — running 800 to 1,200 tickets a day between them, with most of the volume in tier-1 work. What changed when AI started handling that work first.
Apparel E-Commerce · Zendesk
From 1,200 daily tickets to 260 that agents actually touch.
Vestora runs a direct-to-consumer apparel brand with a high-volume support operation. Before Replyglint, their team of 12 agents spent the first three hours of every morning clearing password resets, order status requests, and address change confirmations. Agent morale was low; complex complaints were waiting hours for a response.
After a two-hour Zendesk setup, Replyglint began auto-resolving tier-1 tickets overnight. Within 30 days, 78% of incoming tickets were resolved before the team arrived. CSAT on AI-resolved tickets came in at 4.6/5 — higher than the team had expected.
"We went from 1,200 tickets a day to maybe 260 that our agents actually touch. Replyglint handles the rest before the queue even builds."
Resolution breakdown at Vestora
Subscription Logistics · Intercom
CSAT at 4.8 — on AI-resolved tickets, not just human ones.
Parcelcraft offers subscription-based package forwarding for e-commerce businesses. Their support volume spiked every time a major carrier had a delay. Most tickets were "where's my shipment?" — answerable in seconds if the system would just look it up.
Replyglint connected to their Intercom inbox and Shopify order data. When a WISMO ticket arrived, Replyglint fetched the live tracking status, composed a response, and closed it. The remaining tickets — carrier exceptions, damage claims, rerouting requests — came to agents with a full context card. Handle time dropped by 40%.
"The handoff card is genuinely impressive. My agents don't have to dig through chat history — everything they need is right there, including what Replyglint already tried."
WISMO ticket handling at Parcelcraft
Consumer Fintech App · Zendesk
3× agent capacity for disputes and complex issues.
Orbly is a consumer fintech app with a support team of 5. Their ticket volume was manageable — but 70% of it was password resets, transaction status inquiries, and "how do I" questions. The 5 agents spent most of their time on work that had no real leverage.
After Replyglint, those 5 agents now spend the majority of their time on disputes, compliance questions, and product feedback — the work that actually moves the business. Agent satisfaction improved noticeably. Onboarding took two hours on a Tuesday; by Wednesday morning the queue was visibly shorter.
"Setup was two hours with our Zendesk integration. We didn't have to retrain anyone or change our workflows — it just started working."
Where Orbly agents spend time now
Before Replyglint, tier-1 work accounted for 70% of agent time.
Aggregate Results
Aggregate numbers across active Replyglint accounts.
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