case studies
Case Studies
Real results from real customers. See how companies across industries have transformed their customer service.
the receipts
How an Outdoor Furniture Seller Cut Missed Contacts by 55%
An outdoor furniture seller ran phone and chat on two systems. Moving to omnichannel customer service on HeroDash cut missed contacts 55%.
−55%
Missed Contacts
+40%
Peak-Hour Response Speed
−12%
Staffing Cost
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How a Medical Device Maker Took After-Sales Support From 5 Languages to 30
A medical device maker selling in 120+ countries took multilingual customer support from 5 languages to 30+, with a first response in 15 seconds.
48 hrs → 15 sec
First Response Time
58% → 87%
First-Contact Resolution
5% → 100%
Calls Reviewed by QA
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How a Smart Pet Hardware Brand Raised Technical FCR to 88%
A smart pet hardware brand moved North American support to human agents in Latin American time zones. Technical first-contact resolution rose from 78% to 88%.
78% → 88%
Technical First-Contact Resolution
95%
Customer Satisfaction
Within 15 sec
Phone Pickup
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How a Smart Coffee Machine Brand Cut Returns by Half
A smart coffee machine brand put live chat inside its app and trained human agents to explain fixes in plain English. Returns fell from 28.5% to 13.5%.
28.5% → 13.5%
Return Rate
4.5 hrs → 30 sec
Average Response Time
62% → 94.8%
Positive Rating Share
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How an Office Chair Seller Cut Returns From 18% to 8%
An office furniture exporter moved phone support to the hours buyers assemble chairs. After a year, returns fell from 18% to 8%. Here's what changed.
18% → 8%
Overall Return Rate
15% → 45%
Invalid Returns Intercepted
Within 45 sec
Phone Pickup
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Night-Shift Support for a Hong Kong Logistics Platform
A Hong Kong cross-border logistics platform had no one answering at night. A trained Chinese, English and Cantonese team raised first-contact resolution to 85%.
60% → 85%
First-Contact Resolution
72% → 94%
Customer Satisfaction
45% → 95%
Night-Shift Coverage
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24 Bits, New Buyers: How a Tool Brand Rebuilt Its Support
A hand tool brand's buyers shifted from tradespeople to first-time DIYers. Video replies, a 24-part SKU list and category training cut how-to questions 42%.
−42%
How-To Questions
3 hrs → 20 sec
Time to Start a Parts Reship
28 → 11 min
Complaint Handling Time
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Noise-Canceling Headphone Support: A Friday-Night Save
After-hours consumer electronics support in one interaction: a 1-star review threat at 8pm Friday, resolved by midnight with no refund and no escalation.
96/100
Quality score
US$5
Resolution cost
US$0
Refund processed
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What a Moldy Pillow Taught a Bedding Brand in Japan
A 37% product return rate on Yahoo Japan and Rakuten was never a defect problem. How native-language support found the real cause and fixed it.
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Why Two Vendors Lost BW's Customer Service Contract
A US$300M appliance brand tested three CS vendors on peak scaling, management visibility, and product training. Why Callnovo won — and CSAT rose from 3.8 to 4.9.
3.8 → 4.9
CSAT
3
Vendors evaluated
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The Engineer Who Never Writes Reviews Wrote 1,000 Words
A 72-year-old retired engineer who never writes reviews wrote 1,000 words about a treadmill brand's support — 17 days, 4 agents. What it means for fitness brands.
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They Don't Want a Refund. They Want Someone to Talk To.
A premium Japanese dessert brand needed US phone support for cold-chain anxiety, allergy questions, and gift complaints — the week it launched. Here's how.
< 1 hr
Email response time
95%+
Customer satisfaction
0
Fixed peak headcount
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Heavy-Freight Delivery Failures: How a B2B Brand Fixed Them
HPDC shipped heavy compressors without confirming the site could receive them — how pre-ship checks, freight monitoring, and structured feedback fixed it.
86% → ≥98%
Delivery Accuracy
85% → ≥96%
Customer Satisfaction
4.88 / 5
Average CSAT
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From 32% to 18%: How FlexiRise Scaled Support to Germany
FlexiRise cut US standing-desk returns from 32% to 18% with product-trained support — then copied the entire system to Germany in under a month. Here's how.
32% → 18%
US Return Rate
82%
First-Contact Resolution
< 1 month
Germany Go-Live
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Senior-User Smart Home Support: How FJ Cut Complaints 67%
FJ's smart photo frame worked; support built for buyers, not senior users, drove returns. A toll-free line, a senior SOP, and unified data cut complaints 67%.
-67%
Senior Complaint Rate
89%
First-Contact Resolution
24/7
Coverage
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How a Smart Garden Brand Rebuilt US Support in 12 Days
Technical customer support outsourcing in action: a connected garden brand swapped costly US support for agronomy-trained specialists, SOPs, and feedback loops.
12 days
Team Launch
~1/3
Cost Structure
50%
Resolution Baseline
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Multilingual Logistics Call Center: 4,500 Contacts a Day
See how a Latin America logistics company used HeroDash to route Spanish and Portuguese calls, cut transfers, and help 40 agents handle 4,500 daily contacts.
4,500+
Daily Contacts
40 agents
Team Size
2
Languages
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How a NYC Spa Rebuilt Booking After a TikTok Surge
A New York City wellness studio turned a sudden short-form video spike into a redesigned booking operation, higher answer rates, and steadier reviews.
98%
Peak-hour answer rate
40%
VIP client share
4.9
Yelp rating
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When a US$150 Shoe Gets a US$5 Support Experience, Customers Notice
How a premium footwear brand rebuilt customer support for North America and Europe, cutting ticket errors by 50%+ and stopping costly return-policy mistakes.
-50%+
Ticket Error Rate
< 1 min
First Response Time
Consistent
Returns Execution
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Dashcam Sellers in Germany: Support Turnaround
How native German technical support, HeroDash tracking, and return reason tagging helped a dashcam seller cut complaints from 20% to 5%.
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150 Agents. 5 Languages. 4 Countries. 25 Days to Launch.
A major internet company needed a full multilingual game support team live across Southeast Asia fast. Here is how Callnovo launched 150 agents in 25 days.
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How EZVIZ Unified 8 Support Channels with HeroDash AI
How EZVIZ unified phone, email, live chat, and social into one HeroDash AI workflow — cutting operational friction across global support.
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How a 50-Year BBQ Brand Cut 70% of Support Costs in Five Years.
How a heritage BBQ brand replaced an expensive enterprise platform, built a Philippines support team, and cut 70%+ of support costs over five years.
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Typhoon Ragasa Shut Down Our Call Center. Clients Never Noticed.
When Super Typhoon Ragasa shut down Guangzhou, our call center went dark. Here's exactly what happened — and why not a single client noticed.
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How AKOASM Turned Empathetic Support Into a Competitive Advantage on Amazon Using HeroDash
AKOASM founder Lucy Z. explains how Callnovo's HeroDash platform and Amazon Seller Central integration helped the mobility brand deliver faster Amazon customer service for mobility products — improving seller metrics by 30% and earning loyal customers.
3%
Return Rate
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How Colorday Scaled Amazon Customer Service While Staying True to Bird Lovers
Colorday founder Vieman Ma shares how Callnovo's HeroDash and Amazon Seller Central integration transformed their customer support — cutting response times and boosting seller ratings.
< 4 hrs
Response Time
4.8★
Seller Rating
-22%
Return Rate
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