How We Fixed After Hours Calls For a Retail Brand
67%
Increase in Customer Retention
38%
Automation of Routine Requests
45%
Fewer Abandonment Carts
About the Company
We partnered with a 400+ store retail brand operating a fast-growing e-commerce platform. Their support team managed heavy surges during promotions and holidays, and leadership aimed for faster responses, smoother handoffs, and reliable self-service without increasing headcount.
Challenges Faced by Them
Long Wait Times
Human staff couldn’t manage even 20–30 concurrent calls during festive peaks, causing delays and customer drop-offs.
Cart Abandonment
Shoppers left mid-purchase as delays and broken flows caused lost checkouts and lower conversions.
Missed After-Hours Sales
Late-night product questions went unanswered, leading to expired carts, lost orders, and growing morning backlogs.
Repetitive Queries
Frequent order status and stock calls overwhelmed teams, delaying complex requests and frustrating customers.
What We Delivered
Eliminated Long Wait Times:
We reduced hold times during peak campaigns with instant, 24/7 Voice AI responses, clearing queues quickly and giving customers immediate resolutions without delays or agent bottlenecks. Even during the busiest festive periods, callers were answered instantly, ensuring smooth experiences and zero missed opportunities for engagement or sales.
Prevented Lost Sales
Our Voice AI captured late-night inquiries, answered instantly, guided buyers through checkout, and recovered abandoned carts automatically, preventing missed sales and maintaining consistent revenue across campaigns. Shoppers who would’ve otherwise dropped off were re-engaged seamlessly, keeping conversions high even outside normal business hours.
Reduced Repetitive Workload
We automated repetitive FAQs, order tracking, and return requests, letting Voice AI handle common calls instantly while freeing agents from repetitive work and manual follow-ups. This reduced fatigue, improved efficiency, and gave teams the bandwidth to focus on high-impact service opportunities and personalized assistance.
Freed Up Staff Time
By offloading routine service calls to Voice AI, store teams focused on complex issues and high-value customers, boosting productivity and delivering better experiences during high-demand seasons. The automation created breathing space for staff, reducing burnout and ensuring consistent performance even during large-scale sales events.
Performance Gains with superU AI
0%
increase in customer retention
0%
after hours backlog
0%
automation iof routine requests
0%
fewer abandoned carts
How superU AI Helps
Acquire Customers & Upsell 24/7
Voice agents reach out with personalized promotions, discounts, and reminders for abandoned carts.
Automate Customer Support
Handle FAQs like order status, return policies, store timings, and loyalty points across 100+ languages.
Streamline Feedback Collection
Post-purchase automated voice surveys capture real-time customer sentiment and improve NPS scores.
Promotions & Campaigns at Scale
Launch multilingual festive or seasonal campaigns with instant outbound calling.
Analytics That Drive Growth
Identify product demand trends, monitor campaign performance, and spot regions with high churn.
Acquire Customers & Upsell 24/7
Voice agents reach out with personalized promotions, discounts, and reminders for abandoned carts.
Automate Customer Support
Handle FAQs like order status, return policies, store timings, and loyalty points across 100+ languages.
Streamline Feedback Collection
Post-purchase automated voice surveys capture real-time customer sentiment and improve NPS scores.
Promotions & Campaigns at Scale
Launch multilingual festive or seasonal campaigns with instant outbound calling.
Analytics That Drive Growth
Identify product demand trends, monitor campaign performance, and spot regions with high churn.
What Our Customer Shared
Patricia K.
VP of Customer Support
“Promo days used to bury us. The phones rang nonstop, and stores kept getting ‘Where’s my order?’ calls. After this went live, routine questions were handled in seconds. Our teams finally had breathing room, and mornings stopped feeling like a fire drill.”