The American apparel brand MAGA approached our team with a clear business challenge: Their customer support team was overwhelmed, handling approximately 7,000 repetitive support tickets per month. They required strategic guidance and a technical solution to automate these inquiries and streamline internal administrative workflows.
Our team conducted an in-depth process analysis, recommended optimal technologies and workflows, and implemented a robust AI solution—significantly reducing manual workloads, cutting average response times by 5 hours, and saving each agent roughly 4 hours per day.
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MAGA is a prominent lifestyle and merchandise brand known for apparel and accessories supporting the "Make America Great Again" movement. The company offers a broad range of patriotic-themed products, including hats, T-shirts, hoodies, and other accessories, and has built a dedicated and politically-engaged customer base primarily through its online retail presence.
| Pain Point | Why It Mattered |
|---|---|
| High ticket volume | Handling ~7,000 repetitive tickets/month significantly burdened the customer support team. |
| Manual internal processes | Ticket categorization, tagging, and assignment consumed substantial agent time. |
| Scalability constraints | Rapid business growth meant repetitive tickets would continue to rise without automation. |
| Slow response times | Peak periods caused unacceptable delays in customer support responses. |
MAGA needed a strategic partner capable of diagnosing their operational inefficiencies, advising them strategically, and fully managing the implementation of an effective AI-driven solution.
To thoroughly address MAGA’s challenges, we executed a structured, strategic approach:
Two-day On-site Strategic Workshop:
Our strategy team hosted MAGA’s operational managers to deeply understand business processes, current pain points, and customer interaction dynamics.
Comprehensive Workflow Mapping:
Jointly documented every significant step in customer support and internal ticketing procedures, identifying bottlenecks and improvement opportunities.
Tailored Solution Advisory:
Leveraged insights from the discovery phase to recommend optimal technological approaches, integrations, and AI functionalities that would yield the greatest impact for MAGA.
This rigorous advisory phase established a robust foundation for the AI solution, ensuring alignment with MAGA’s broader business objectives.
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| Function | Capabilities | Integrated Platforms |
|---|---|---|
| Customer-facing Automation | - Answers FAQs about shipping, returns, and product details.- Provides real-time order status updates.- Handles cancellations, address changes, and refunds for unfulfilled orders. | Shopify |
| Internal Workflow Automation | - Auto-categorizes and tags incoming tickets.- Routes tickets to the correct internal Freshdesk workflows.- Flags escalations and priority inquiries.- Eliminates duplicate tickets. | Freshdesk |