Marcus at TechGear Support went from drowning in 200 daily tickets to handling 94% automatically

"I knew the support situation was unsustainable," Marcus says. "I was literally losing customers because I couldn't reply fast enough. People would email at 10pm asking about their order, and by the time I saw it at 7am, they'd already left a 1-star review. I was one bad week away from hiring a $45K support person I couldn't really afford."

Percy's Customer Service agent changed the math entirely. About 65% of Marcus's emails were tracking inquiries — 'Where is my order?' Percy matches each email to an order, pulls the latest carrier scan, and responds with current status and estimated delivery. The reply sounds like Marcus wrote it. Average response time: under 2 minutes.

Another 25% are refund and return requests. Percy checks order value and reason. Items under $25 get auto-approved with a refund confirmation. Larger amounts or unusual circumstances get escalated to Marcus with full context: customer history, order details, and a suggested resolution.

"The first morning I woke up and only had 12 emails in my queue instead of 200, I actually thought something was broken," Marcus laughs. "It wasn't broken. Percy had handled everything overnight. My CSAT went from 3.9 to 4.8. That's not a small improvement — that's a completely different business."