Client
Brandlink
Cutting Response Time by 70% Without Hiring
Jan, 2026
Toronto, Canada
Support Automation
AI Triage
Overview
Lumora is a skincare brand based in Denver. Their orders doubled in a year, and a small support team was falling behind. They asked us to speed up replies without adding headcount.
Challenge
Support tickets piled up faster than three agents could answer them.
Most emails were the same few questions about shipping, returns, and product use, but each one still needed a person to read it, look up the answer, and write back. Agents jumped between the helpdesk, Shopify, and a shared inbox just to piece together context. First response times hit nine hours in busy weeks, and customers started writing in twice to get a reply.
Solution
Most tickets now get an accurate, personal reply within minutes.
We connected the helpdesk to Shopify and their help docs, then built a flow that sorts each ticket, pulls the order details, and drafts a reply. Simple questions are answered automatically, and anything sensitive goes to an agent with the full context attached. Agents now review drafts instead of writing from scratch.
01
Time to first reply
02
New hires
03
Tickets handled
04
Customer satisfaction
Lumora now answers customers in minutes, not hours, with the same three agents. Response time is down 70%, and the team handles twice the volume without burning out. Growth no longer means hiring ahead of it.
The same setup can take on new channels like chat and social messages when they’re ready. Agents spend their time on the tricky cases that need a human, and customers stop having to ask twice.
