Case Study: Cuyana achieves faster, premium customer support with Crescendo

Cuyana cuts time-to-agent to 54 seconds with Crescendo

Cuyana, a women's fashion brand, faced the challenge of maintaining its premium customer service standards with a small team as order volume grew. Before partnering with Crescendo, nearly half of customer calls went unanswered and email replies could take up to two days. The brand needed a scalable solution that could handle high-touch inquiries without sacrificing the personal, thoughtful service its customers expected.

By implementing Crescendo's AI Assistants for email and voice, Cuyana automated routine inquiries like order status and returns. This collaboration allowed the human team to focus on complex issues. The solution from Crescendo led to significant results, including cutting the average time-to-agent to just 54 seconds, maintaining a CSAT average in the mid-80s, and achieving a 55% AI resolution rate for emails.

Cuyana