Cut first-response time from 9 hours to under 2 seconds — through peak season.
A fast-growing direct-to-consumer brand replaced a deflection-first helpdesk with Chimes and turned its busiest season from a liability into a proof point.
The challenge
Northwind's support queue buckled every holiday. WISMO tickets drowned the team, refunds slipped past SLA, and seasonal hires couldn't ramp fast enough. The old platform 'deflected' tickets into a help center customers ignored — so everything landed on humans anyway.
What Chimes did
Chimes connected directly to Northwind's order system and began resolving 'where is my order,' returns, and refunds autonomously — taking the actions, not describing them. Buying signals from pre-purchase chats routed to the revenue flow. The self-healing knowledge base closed coverage gaps within weeks.
“Black Friday used to break us. This year the queue barely moved — and our refund SLA actually improved.”
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See what Chimes can do for your team.
No credit card to start · AI included · Deploy in hours, not quarters