ApparelSourced

Case Study: Aday scales CX at 4.88/5 CSAT with Siena

Aday Case StudySourced & dated by Case Study Desk

Key facts · TL;DR

Company

Aday

Industry

Apparel

Challenge

Scaling customer experience without losing a personal touch or adding headcount.

Headline result

Aday maintained a 4.88 out of 5 CSAT score with a 3-5 minute first response time and under-12-hour resolution using Siena, reallocating two part-time staff members.

Key results

4.88/5

CSAT score

3-5 min

First response time

<12 hrs

Resolution time

Part-time staff reallocated

The challenge

Aday, a sustainable fashion brand, wanted to scale its customer experience while preserving a personal touch. Doing so without expanding the team required automating routine support work.

The solution

Aday deployed Siena to handle front-line customer conversations in the brand's voice, keeping response and resolution times low. The setup let the brand reassign part-time support capacity.

“If you want to scale your CX without losing that personal touch, that's what Siena does.”
IK
Irene Karaminas
Customer Experience and Operations, Aday

The results, in context

Aday reported a 4.88 out of 5 CSAT score, a first response time of 3-5 minutes, and resolution times under 12 hours. Two part-time staff members were reallocated as Siena took on routine support.

Products used

Siena Siena AI