Case Study
E-Commerce Brand Cuts Support Costs by huge 62%
Harrow & Field — D2C home goods brand, 18 employees, $4.2M annual revenue
Challenge
Harrow & Field's 3-person support team was overwhelmed. With 500+ monthly inquiries spanning returns, order tracking, product questions, and complaints — response times had crept to over 6 hours. Customer satisfaction scores dropped. The founder was considering hiring two more support staff at a combined cost of $74,000/year.
What we Built
AI support chatbot trained on all product documentation, return policies, and FAQs
Order tracking integration connected to Shopify and their courier APIs
Smart escalation flow routing complex issues to human agents with full context
Weekly support digest report summarizing top issues and resolution rates
Results
76% of support tickets resolved automatically without human involvement
Average response time reduced from 6.2 hours to under 4 minutes
Customer satisfaction (CSAT) score increased from 3.1 to 4.6 out of 5
Annual support cost reduced by $46,000 — making the project ROI-positive in 7 weeks
"I was about to hire two people. Instead, I spent a fraction of that on Velox AI and got better results. The chatbot handles more than three-quarters of our tickets, and our team is finally focused on the problems that actually need a human."
Priya Nallan, Founder