Perry Ellis · Yotpo
1.4% — conversion rate
Independently reportedRetail & e-commerce · Customer support · NLP · Scaled
Customer support
EVPassport · Crescendo
Vendor-reportedOtherUnited StatesScaledEnterpriseNLP
Vendor-reported. The customer is named and the numbers are quoted from the source page, but the account comes from the vendor. No independent confirmation.
Reported by crescendo.ai (vendor self-report). Checked against the source page on 2026-09-05. 7 of 7 figures below appear on that page word for word.
The problem
EVPassport's drivers needed real-time help at all hours, but with only one agent covering office hours, support fell short, leading to frustrating experiences and strained teams.
What was deployed
- Vendor
- Crescendo
- Products
- CX Assistants, CX Insights, CX Messaging Assistant
- Technique
- NLP
- Build or buy
- Bought off the shelf
- Deployment
- SaaS
- Data used
- every support interaction
- Scale
- enterprise
- Timeline
- 1 months
What changed
Each row is quoted from the source. Figures we could not find on the page in those words are marked — they are kept, not deleted, so you can judge them.
33 daystime from kickoff to go-live
“33 days from kickoff to go-live”
Quoted word for word from the source
24/7/365 coveragesupport coveragefrom limited 8-5 business hoursIn the first five months
“In the first five months, support expanded from limited 8-5 business hours to true 24/7/365 coverage with seamless human handoff, improving resolution with every interaction.”
Quoted word for word from the source
70%instant resolution rate by AI
“AI now resolves the majority of inquiries, holding near 70% instant resolution while keeping humans easy to reach.”
Quoted word for word from the source
<30 secondshuman time-to-answer
“Human time-to-answer fell steadily during the ramp, now consistently holding under 30 seconds.”
Quoted word for word from the source
70%Predictive CSATfrom 40%
“Predictive CSAT climbed from roughly 40% at launch to about 70% and continues to rise.”
Quoted word for word from the source
zerocustomer service escalations that reached product and executive team members
“Customer service escalations that reached product and executive team members dropped to zero, returning focus time to leaders and reducing disruption across teams.”
Quoted word for word from the source
no additional headcountheadcount for support
“The company scaled reliability without adding headcount, turning support into a differentiator that strengthens existing relationships and helps win new ones.”
Quoted word for word from the source · round percentage, no baseline given
“Drivers expect things to just work when they start a session. We weren’t delivering real‑time help after hours, and surges pulled people off their day jobs.”
Difficulties and limits
- Drivers often charged their cars and needed help outside the 8 a.m. to 5 p.m. support window.
- Most support inquiries came at the start of a charging session, when any delay could turn a routine stop into a frustrating experience.
- With only one in-house agent covering office hours, many drivers were left without help when they needed it most.
- Spikes in demand could double or triple ticket volume, forcing teammates from other departments to step in, pulling them away from core work.
- enterprise customers insisted on true 24/7 coverage, and repeated escalations began to reveal a gap in their initial support strategy.
Sources
- crescendo.ai — vendor self-report
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