A DTC home-goods brand replaced seasonal support hiring with an AI support agent that resolves order, return, and product questions end-to-end.
71%
tickets resolved without staff
9s
median first response (from 26h)
+11pts
CSAT during peak season
$210k
seasonal hiring cost avoided
Solstice's support volume tripled every holiday season, forcing a scramble of seasonal hires who were barely trained before the peak hit. First-response times stretched past 24 hours in November, CSAT dropped, and chargebacks rose as frustrated customers went to their banks instead of waiting on support.
We deployed Aria, our customer support agent, integrated with Gorgias, Shopify, and their returns platform. Aria resolves order-status, returns, exchanges, and product questions end-to-end using live order data, processes refunds within policy limits autonomously, and escalates sensitive cases with full context. Echo, our email agent, cleared the backlog and now runs post-purchase and review-request flows.
Nembrix spent two weeks tuning Aria on our actual policies before launch — the escalations she sends us are cleaner than most human handoffs.
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