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Retail

Retail brand resolves 62% of order-status calls without agents

Voice agents authenticate by order number, read live shipment status, and escalate exceptions to human support.

62%
Self-serve rate
<30s
Avg wait
4.6/5
CSAT

Challenge

Peak-season order-status calls overwhelmed a direct-to-consumer brand. Hold times exceeded ten minutes and repeat callers frustrated the support team.

Solution

VoxBridge agents verify orders by number, pull carrier status from the OMS API, and explain delays in plain language. Complex refunds transfer with full context.

Results

  • 62% of status inquiries resolved without a human
  • Average wait under 30 seconds
  • CSAT held at 4.6/5 through peak volume

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