Case Study: Pair Eyewear Slashes SLAs and Boosts CSAT with Pathlight

How Pair Eyewear Slashed SLAs and Increased CSAT

Pair Eyewear, a fast-growing eyewear brand, needed a better way to manage its rapidly expanding customer experience team. As the company scaled to more than 150 CX employees across multiple geographies, it struggled with fragmented data, limited visibility, long email backlogs, inconsistent one-on-ones, and SLAs that were stretching to 48 hours, all of which made it harder to deliver the joyful customer experience the brand wanted.

To solve this, Pair Eyewear implemented Pathlight as a central hub for CX performance, integrating it with Zendesk, Stella Connect, and Maestro QA to track efficiency, CSAT, and quality metrics in real time. With Pathlight, the team gained transparency, manager coaching improved, and agents could see their own performance and goals; as a result, Pair Eyewear cut customer response times from 48 hours to under 24 hours, reduced average weekly first response times to 5–7 hours, and raised CSAT from under 90% to 95% and above.

Pair Eyewear

Nathan Kondamuri

Co-Founder