Case Study: Tommy John Automates Customer Calls and Reduces Escalations with Flip

UNTUCKit automates 20% of inbound calls with Flip

UNTUCKit, a retail apparel company, faced significant challenges managing high inbound call volume during peak seasons, particularly with repetitive "Where Is My Order?" (WISMO) inquiries. This volume clogged their phone lines, risked email backlogs, and forced agents to handle routine tasks instead of higher-value customer interactions. To address this, they partnered with the vendor Flip to implement its AI voice agent service for customer support.

Flip's solution automated the WISMO call process, handling approximately 20% of UNTUCKit's total inbound call volume almost immediately after a swift implementation of under four weeks. This dramatically reduced the burden on human agents, allowing them to be redirected towards upselling, product recommendations, and proactive customer outreach. The success with Flip provided the confidence to expand its use to handle returns, exchanges, and other requests, and it served as a foundation for adopting further AI tools within their customer experience stack.

UNTUCKit