How NAADAM @scaled peak season support with AI:@ Reducing Q4 CX staffing needs with Cavalry
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NAADAM's story
NAADAM is a sustainable cashmere brand revolutionizing the industry by cutting out middlemen and sourcing directly from Mongolian herders. From an unplanned trip to the middle of the Gobi Desert to a fast-growing sustainable cashmere brand, college friends and co-founders Matthew Scanlan and Diederik Rijsemus saw the struggles of nomadic herders. They created a fairer system, paying them above-market rates, while keeping prices accessible. Their mission blends ethical sourcing, sustainability, and premium quality, redefining what cashmere products should be.
The need to scale @during the Q4 peak season@
Every Q4, NAADAM faces a surge in customer inquiries due to its highly seasonal business model. With demand skyrocketing, the challenge was clear: keep CX agents focused on high-value, complex tickets while maintaining exceptional customer satisfaction. NAADAM’s goal was to streamline support, enhance retention, and optimize CX labor costs—ensuring a seamless experience for both customers and the team during the busiest season of the year.
The right partner at the right time: @Cavalry to the rescue@
NAADAM needed a solution to handle their seasonal surge without compromising customer experience or increasing costs. By automating 71% of customer inquiries, Cavalry helped NAADAM scale support effortlessly, reducing the need for seasonal staffing while ensuring fast, high-quality resolutions.
- Cavalry’s AI agents slashed Naadam’s response time from 15.4 hours down to 5 minutes.
- Naadam’s full resolution time went down from 20.5h to 48 minutes after using Cavarly.
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During November’s peak, including BFCM, Cavalry handled over 9,000 conversations, freeing NAADAM’s CX team to focus on high-value, complex tickets. The result? Lower costs, higher efficiency, and a CX strategy built to scale—without compromise.
Built for e-commerce and trusted by leading brands Designed by $100M+ retail operators
Built for e-commerce and trusted by leading brands Designed by $100M+ retail operators
