Case Study: Leading E-Commerce Retailer achieves 62% reduction in ramp time and 16% CSAT improvement with Laivly

Improving Agent Speed-to-Production for a Leading E-Commerce Retailer

Leading E-Commerce Retailer faced lengthy, costly agent onboarding and training—often eight+ weeks—because agents support multiple brands and complex customer issues, with Q4 ramp periods worsening slow speed-to-value, lower FCR, QA and CSAT scores. Laivly was engaged to shorten ramp time and improve operational efficiency using its AI-powered agent assist, Sidd.

Laivly implemented Sidd to surface order and loyalty data, guide workflows and approvals, and suggest on‑brand response templates, enabling agents to reach production five weeks faster. Over six weeks Laivly delivered measurable gains: 62% reduction in ramp time, 30% improvement in email handle time, 28% productivity lift, 16% higher CSAT, 100% weekly usage, and $277K saved from the faster ramp.