Case Study: ThredUP achieves 100% automated ticket classification and 50% time-to-response reduction with AnswerIQ

AnswerIQ support enables 100% automated ticket classification and 50% time-to response reduction for ThredUp

ThredUP, an eCommerce marketplace for secondhand women’s and children’s clothing, needed to eliminate a tedious, manual ticket-classification process—its senior agents were classifying up to 1,200 tickets per day—and improve routing and reporting. To solve this, ThredUP engaged AnswerIQ and deployed the AnswerIQ Triage Application (integrated with Zendesk) to automate internal ticket classification.

AnswerIQ implemented a low-impact, machine-learning triage solution (initially run in passive mode) that now auto-tags 100% of tickets with an ~80% match rate, classifies incoming tickets in about 2 minutes, and reduced time-to-response from ~10–12 hours to ~5 hours (roughly a 50% reduction). The AnswerIQ deployment freed senior agents for higher-value customer work, improved consistency and customer experience, and contributed to up to a 3× higher chat conversion.

ThredUP

Chris Harvey

VP of Customer Satisfaction