How NorthPeak Apparel Eliminated Holiday Support Ticket Backlogs
How We Feel About Agentic VAI
“During our Q4 holiday peak, our support inbox used to be an absolute nightmare. Over 70% of tickets were 'Where is my package?' or customers needing to swap a jacket size. Implementing Agentic VAI directly on our website gave shoppers an instant voice concierge. It authenticates their order, checks live warehouse inventory, and issues prepaid return labels during the call. Our return-to-exchange conversion went up dramatically because the agent immediately offers the right replacement size.”
NorthPeak Outdoor Apparel embedded Agentic VAI into their Shopify Plus storefront, automating tracking lookups, address adjustments, and instant size exchanges in real time.
Before vs. After Agentic VAI
The Operational Friction
72-hour email support ticket backlogs during seasonal sales peaks, high cart abandonment, and frustrated customers calling multiple times.
The Autonomous Flow
Instant voice resolution with 0-second hold times, 84% automated resolution without human tickets, and 30% increase in exchange retention.
How We Get Benefit Every Day
Primary Outcome: 84% first-contact resolution on order inquiries with zero human queue wait
Instant WISMO Order Resolution
Shoppers speak their order number or phone number to receive real-time carrier tracking updates in seconds.
Automated Return & Exchange Flow
Generates prepaid return shipping labels via EasyPost and emails QR codes while the customer is on the line.
Revenue Preservation via Exchanges
Proactively checks warehouse inventory to offer immediate size/color exchanges before refund processing.
Zero Headcount Scaling Required
Handled a 400% surge in December conversation volume without hiring seasonal temporary support staff.
Representative Voice Dialogue
An actual transcript showing how the voice agent navigates the conversation with natural pauses, context understanding, and instant system actions:
“I bought a pair of winter boots last Friday, order 48291. They're too small. Can I exchange them for a size 10?”
“I found order 48291. We have size 10 in stock at our warehouse! I've reserved the size 10 boots for you and just emailed a prepaid return label for the smaller pair. As soon as the carrier scans your drop-off, your new size ships!”
“That was so easy, thank you!”
“You're very welcome! Stay warm out there on the trails.”
More Customer Stories
View all 8 stories“Our patients genuinely thought they were speaking with our most experienced nurse coordinator. The voice speed and warmth are remarkable.”
“It feels like having our best licensed assistant parked in front of every listing 24 hours a day.”
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