D2C
Sales went up. Support couldn't keep up.
A D2C brand saw a sharp increase in customer queries during major sales, overwhelming the support team with repetitive questions around orders, deliveries and returns. As volumes grew, agents were spending more time answering routine questions and less time handling the issues that actually needed human attention.
The impact
- < 4 hours
- response time
- 60%
- of routine queries resolved without human intervention
- Human support
- focused on complex issues
Client story
“As sales grew, the challenge wasn't getting customers — it was keeping up with all the questions that came with them. Now routine queries are handled quickly, while our team can focus on the conversations that actually need a person.”
Inside the system
We introduced AI-assisted customer support that could handle routine order, delivery and return queries, while recognising when an issue needed a human. The system was built around the brand's language and the way its sales team actually spoke to customers, and could move from chat to a call when needed.
How it works
01
Customer reaches out
A customer asks about an order, delivery, return or another support issue.
02
AI understands the query
The system identifies what the customer needs and responds in the brand's language and tone.
03
Routine issues get resolved
Common questions around orders, deliveries and returns are handled without requiring an agent.
04
Complex issues reach a human
When a query needs judgement, context or intervention, it is routed to a support agent.
05
Support can move beyond chat
Agents can step into the conversation, speak the customer's language and get on a call when the situation calls for it.
The operation, before and after
- Before LecxeAfter Lecxe
- Sales spikes overwhelmed the support teamSupport capacity scales with query volume
- Agents handled repetitive order questionsRoutine queries resolved by AI
- Order, delivery and return queries competed for agent timeCommon queries handled automatically
- Customers waited for responses during peak periodsResponse time reduced to under 4 hours
- Agents spent time on questions that didn't need human judgementAgents focus on complex customer issues
- Support conversations followed a generic scriptAI speaks the language of the brand and sales team
- Complex conversations stayed within chatAgents can step in and get on calls when needed
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