How Verdant Co. cut support volume by 61% in six weeks
Verdant Co.61%
Tickets resolved on first reply
4.2min
Avg. first response time (from 6hrs)
4
Support agents freed for escalations
94%
CSAT on AI-handled tickets
At a glance
Verdant Co.'s support inbox was dominated by order-status, shipping, and return questions — repetitive, but each one needed a real answer pulled from a live order.
The team connected the xFlow Customer Support Agent to their order system and return policy, and let it handle the full loop: look up an order, explain a delay, or start a return without a human touching the ticket.
Their support team now spends its time on the handful of conversations that genuinely need a person, while the agent quietly clears the rest before it ever hits the queue.
“We didn't hire our way out of ticket volume, we automated our way out of it — without customers noticing a drop in quality.”
Marcus Webb
Director of Customer Experience, Verdant Co.
Every ticket needed a real answer, not a canned one
Verdant Co.'s support inbox was dominated by order-status, shipping, and return questions, the kind of volume any subscription business expects. The problem wasn't the questions themselves. It was that a real answer meant looking up a live order, not reciting a policy.
"A macro can tell someone our return window. It can't tell them whether their specific order still qualifies," Marcus Webb, Verdant Co.'s Director of Customer Experience, said. That gap meant every ticket, however routine, still needed a human to open the order system.
An agent that can actually look things up
Verdant Co. connected the xFlow Customer Support Agent directly to its order system and return policy, so it could reason over both at once, not just recite one. It looks up a real order, explains a delay against the actual shipping data, or starts a return only when that order genuinely qualifies.
The agent now runs that full loop unassisted. Support staff step in only when a case falls outside policy or a customer explicitly asks for a person, which is a small and shrinking share of the queue.
“The bar wasn't 'sounds helpful.' It was 'gives the exact same answer a trained agent looking at the same order would give.' That's what we tested for before we trusted it with real tickets.”
Marcus Webb
Director of Customer Experience, Verdant Co.
The results
61% of tickets resolved on first reply. Most of Verdant Co.'s inbound volume now never reaches a human queue at all.
First response time dropped from 6 hours to 4.2 minutes. Customers get an answer while they're still on the page, not after a shift change.
4 support agents freed for escalations. The team's time now goes to the tickets that actually need judgment, not order lookups.
94% CSAT on AI-handled tickets. Customers rate the automated resolutions as highly as they rate a human agent's.
What’s next
Verdant Co. is now piloting the same agent inside its post-purchase email flow, so the same order-aware answers show up before a customer even opens a ticket.
“We didn't hire our way out of ticket volume. We automated our way out of it, and customers genuinely can't tell the difference in quality.”
Marcus Webb
Director of Customer Experience, Verdant Co.
About
Verdant Co. runs a subscription box for sustainable home goods.
Industry
Ecommerce / DTC
Size
11-50
Founded
2017
xFlow plan
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