Case Study: Hammitt streamlines white-glove customer service with Flip CX AI

Hammitt automates 40% of calls with Flip

Hammitt, a luxury leather goods brand, faced the challenge of managing high call volumes while maintaining its white-glove standard of customer service. Their previous systems, including an archaic IVR, provided poor visibility into call intent and spread their concierge team too thin on simple requests. Partnering with vendor Flip and its CX AI product provided a clear view of customer needs and a path to scale their service.

The solution from Flip was a low-lift implementation that integrated with Hammitt's Shopify, Gladly, and NetSuite systems. Flip’s AI agent automated 40% of calls, reducing handle time by 82% and cutting abandoned calls by 88%. This freed the concierge team for more complex work and provided such reliable service that Flip became the first touchpoint for every caller, achieving a 4.5 CSAT score.

Hammitt