Case Study: Stewart Golf achieves 75% automated support and 1-minute response times with Crescendo

Stewart Golf achieves 75% ticket automation and 1-minute response times with Crescendo

Stewart Golf, a premium golf trolley manufacturer, faced a challenge scaling its customer support to match its global, 24/7 customer base. Their lean UK-based team, operating only during UK hours, could not keep up with inquiries from golfers in different time zones, leading to response times of up to 72 hours and potential damage to their high-quality brand reputation. They sought a more sophisticated solution than their existing Zendesk setup and turned to Crescendo for an AI-native customer experience platform.

Crescendo implemented "Stewie," an AI assistant that handles inquiries across chat and email. The solution was integrated with the company's Zendesk instance and included seamless handoffs to human agents when needed. This approach allowed Stewart Golf to achieve 75% of tickets resolved by AI, slash first response times to just one minute, and maintain 100% customer satisfaction for four consecutive weeks, all without increasing their internal team headcount.

Stewart Golf