Perry Ellis · Yotpo
1.4% — conversion rate
Independently reportedRetail & e-commerce · Customer support · NLP · Scaled
Customer support
Harbor Supply Co. · Axomble
Vendor-reportedRetail & e-commerceIn productionSmall businessLLMLive 2025
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 axomble.com (vendor self-report). Checked against the source page on 2026-09-05. 3 of 3 figures below appear on that page word for word.
The problem
Two support staff were drowning in 400+ tickets a week, most of them repetitive, leading to long first response times.
What was deployed
- Vendor
- Axomble
- Products
- LangChain, Pinecone, Node.js, Intercom
- Technique
- LLM
- Build or buy
- Bought off the shelf
- Deployment
- Custom build
- Data used
- help center, live order data, returns policy, fitment guides, six months of ticket history
- Scale
- 400+ tickets a week, two-person support team
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.
68%tickets resolved end-to-end with no human touchWithin the first two months
“Within the first two months, 68% of tickets resolved end-to-end with no human touch”
Quoted word for word from the source
under 60 secondsmedian first response timefrom a day and a half
“Median first response fell from a day and a half to under 60 seconds, around the clock, including the weekend mornings when boat owners actually discover problems.”
Quoted word for word from the source
4.6/5Post-chat CSAT
“Post-chat CSAT settled at 4.6/5”
Quoted word for word from the source
satisfaction on escalated conversations
“satisfaction on escalated conversations rose too, because handoffs now arrive with context instead of a cold start.”
Quoted word for word from the source
“I was ready to hate a chatbot. What sold me was watching it give up gracefully — the moment a question got hairy, a customer was talking to my team with the whole story already on screen. Our two support folks finally do support again.”
Difficulties and limits
- The brief wrote itself: automate the 70% without ever fumbling the 30%.
- No proactive order-delay notifications yet (listed as 'next on the roadmap').
- Retrieval does not yet cover the full product catalog for deeper pre-purchase fitment questions (listed as 'next on the roadmap').
Sources
- axomble.com — vendor self-report, 2026-01-15
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