Case Study: American Fashion Brand cuts support wait times and AHT with Helpware’s unified CX platform

American Fashion Brand cuts AHT 53% in 90 days with Helpware

The customer, a fast-growing American fashion brand, faced the challenge of handling significant surges in support ticket volume during peak periods without being able to add staff. Their agents struggled due to outdated systems, including basic FIFO routing and an unstructured knowledge base, which led to extended wait times. Helpware was engaged to provide a managed customer support solution to address these constraints.

Helpware implemented a unified support platform integrated with Zendesk, which included AI-powered routing to prioritize tickets and segment agents, automated responses to handle repetitive inquiries, and a complete revamp of the knowledge base. This solution dramatically improved efficiency, cutting average handle time by 53% and reducing wait time for a first response by 62%. Additionally, ticket capacity increased by 68% and customer satisfaction scores rose to 90.75%, all achieved with zero increase in headcount.