The challenge
Tessellate’s support team of twenty fielded 4,000 tickets a week, rising to 15,000 in peak season. Most were routine: order status, returns, and refunds.
Every Black Friday the queue exploded, first responses slipped to hours, and the hard tickets waited behind the easy ones.
The solution
A support agent now drafts answers grounded in the help center and live order data from Zendesk and Stripe. Anything involving money waits for a human to approve it with one click.
Refunds still go through a person. Everything else that can be answered from the order record simply gets answered.
The team reviews a daily sample of resolved tickets, and every correction feeds back into the agent’s instructions.
The results
First response time dropped from three hours to under fifteen minutes, even at peak. 64% of tickets now resolve without a human, and satisfaction rose to 4.8 out of 5.
