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Proven Results

Real engagements. Real numbers.

Two recent customer support engagements — a high-growth Australian DTC brand and a US last-mile logistics operator. Same pattern: faster response, higher CSAT, lower cost-per-ticket, all inside 90 days.

−87%Avg. response time
+20 ptsAvg. CSAT lift
−57%Avg. cost / ticket
< 5 wksTo go-live
DTC E-commerce — Home & Lifestyle 32 employees · scaling Shopify brand Melbourne, VIC
Shopify · DTC · Subscription

How a fast-growing Melbourne home brand cut response time by 87% and recovered its CSAT after a 3x sales surge

Haven & Stone is a direct-to-consumer home and lifestyle brand on Shopify, known for its modular shelving and ceramics. After a viral campaign in late 2024, monthly orders tripled — and their two-person internal support team was buried under 1,400 weekly tickets across email, chat, and Instagram DMs.

First Response Time
14h 20m1h 48m
−87%
CSAT Score
71%94%
+23 pts
Support Cost / Ticket
A$8.40A$3.10
−63%
Tickets Resolved < 24h
52%96%
+44 pts
The Problem
  • Average first response time had ballooned from 2 hours to 14+ hours, with weekend tickets sitting untouched until Monday
  • CSAT dropped from 89% to 71% in three months — driven mostly by delayed replies on order, returns, and tracking enquiries
  • The internal team was working evenings and weekends to keep up; two senior support staff resigned within six weeks
  • Returns and exchanges were processed manually in Shopify, with no SLA tracking and no visibility for the founder
The Solution
  • 24/7 dedicated support team of 6 English-speaking agents across two shifts, covering AEDT business hours plus full overnight cover
  • Full integration with Gorgias for ticketing, Shopify for order management, and Loop Returns for self-serve return flows
  • Process redesign: macros for the top 18 ticket categories, a tiered escalation path, and weekly QA audits on 10% of replies
  • Defined SLAs — 1 hour first response on email and chat, 30 minutes on Instagram DMs, 24-hour resolution on returns
TimeframeLive in 21 days · results measured at 90 days
Headline OutcomeTickets backlog cleared in the first 9 days. By day 30, the founder had stopped checking the inbox at night.
Stack & ToolsShopifyGorgiasLoop ReturnsKlaviyoSlack

We hit a wall after the campaign — we had the orders but we were genuinely letting customers down. Nexora picked it up faster than I thought was realistic. Within three weeks they were running our inbox better than we were, and our team got their evenings back. The weekly reports actually tell us something useful, which has never been true with any agency we've worked with.

Sienna WalkerCo-founder & Head of Operations, Haven & Stone
Last-mile Delivery & Logistics 180 employees · regional delivery operator Austin, TX
Logistics · B2B & B2C · High-volume

How a Texas last-mile carrier handled 4,000+ daily tickets, hit a 1.4-minute first reply, and cut support spend by 51%

MetroFlow Logistics operates same-day and next-day delivery across Texas and the lower Midwest, serving e-commerce shippers and B2B distributors. By Q3 2025 their support volume had reached 4,200+ daily tickets — 60% of them about delays, missing scans, or driver ETAs — and their in-house team was spending 70% of its time on Tier 1 status updates.

First Response Time
18m 40s1m 24s
−92%
Cost Per Contact
$11.80$5.75
−51%
CSAT Score
76%93%
+17 pts
Tier 1 Resolution Rate
54%88%
+34 pts
The Problem
  • Peak-hour wait times exceeded 18 minutes on phone and 6 hours on email; abandonment rate hit 34%
  • No SLA tracking by ticket type — urgent driver issues sat in the same queue as routine status checks
  • Their merchant clients were churning, citing "support quality" as the #1 reason in exit interviews (3 lost accounts in Q2 worth $410k ARR)
  • In-house cost per contact had reached $11.80 — unsustainable at their volume and margin profile
The Solution
  • Dedicated 24/7 team of 18 agents (English) across three shifts, with a French-speaking pod added for Quebec freight clients
  • Deep Zendesk integration with custom triggers to auto-tag tickets by type (delay, missing scan, ETA, claim) and route accordingly
  • Tier 1 / Tier 2 split: routine status updates handled by Tier 1 with a 90-second SLA; complex claims escalated to a Tier 2 specialist pod
  • Live integration with their TMS and tracking API so agents could resolve 78% of "where is my delivery" tickets without engineering
  • Weekly SLA scorecard shared with the COO; monthly business review with the merchant accounts team
TimeframeLive in 35 days · results measured at 60 days
Headline OutcomeThree at-risk merchant accounts retained in the first quarter — recovering an estimated $410k ARR.
Stack & ToolsZendeskCustom TMSTwilio FlexSalesforceLooker

Volume is volume — what mattered to us was that someone could actually run this without burning the team out. Nexora came in, mapped our ticket types, and within five weeks they were resolving more at Tier 1 than we ever had internally. Our merchant team stopped getting escalation calls at 11pm. That alone paid for the engagement twice over.

Marcus HadleyDirector of Customer Experience, MetroFlow Logistics

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