All customersE-commerce
Harbor & Pine
First replies in minutes, even in peak season
An online home goods retailer with three warehouses answered customers in six hours on a good day. Support triage now routes 1,900 tickets a week and drafts the simple half.
Company
Harbor & Pine
Industry
E-commerce
Team size
85 people, 3 warehouses
Result
4 minutes
Before and after
6 hours to reply
4 minutes
median first reply
01
The challenge
Harbor & Pine sells furniture and home goods online in five countries. Ticket volume triples between November and January, and every year the team hired temporary staff who needed three weeks to learn the returns policy.
Half of all tickets asked the same four things: where is my order, how do I return this, can I change my address, when is it back in stock.
02
The approach
The support triage agent was trained on two years of tickets and the full returns policy. Legal reviewed the approval limits in one meeting before go-live.
- Routing by language, warehouse and order value
- Reply drafts for order status, returns and address changes, approved in one click
- Refunds above EUR 50 and any damage complaint always go to a person
03
The results
- Median first reply down from 6 hours to 4 minutes
- 1,900 tickets triaged a week, about half answered from approved drafts
- Two peak seasons without temporary staff
- Support satisfaction up from 3.9 to 4.6 out of 5
The churn signals agent was added in the second quarter to watch repeat buyers who stop ordering.
“
Setup took three weeks, as promised. The approval limits are what got legal to sign off in a single meeting.
M
Marcus Lind
Chief Operating Officer
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/ 001 /
Agents used
The agents behind these numbers.
Each one runs with written rules, and a person approves anything above its limits.
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/ 002 /
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