DTC home goods
62%
efficiency lift
Business pressure
Support and campaign teams were answering the same product, shipping, care, and returns questions from different sources.
What trained the private core
Policies, product catalog, support history, care guides, brand standards, customer objections, campaign archive
Systems implemented
Support, Content, Studio, Insight
Map, train, branch, govern
Map the recurring requests; train the private core; branch into support and content; govern refunds, claims, and brand voice
Metrics
187 weekly requests classified; 76 replies drafted automatically; 42 routed with human approval; 18 recurring product issues surfaced
It answers the way our best rep would, but it also tells us where the product experience is breaking. That changed how we run support.
Dana Whit — VP Customer Experience
Legal
Privacy
Terms
© 2026 AXON
All systems nominal.
Subscribe