Challenge

Smarter support for surges, seniors, and speed.

Lovepop’s cards are at the center of life’s most emotional moments, which means their customer support team is, too. But as holiday support spikes approached, they faced familiar pain points with increasing urgency. Their customer base is made up of phone- first service requesters, which their IVR system struggled to support well. At the same time, email response times lagged as tickets piled up, especially with the tedious back-and- forth required for return processing.

Even with strong agent performance, the model couldn’t keep pace with surge volumes, personalization needs, and rising customer expectations.

"They needed a solution that could scale quickly during holiday demand, reduce wait times, and deliver better experiences without expanding headcount or compromising care."

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Solution

Omnichannel AI with the empathy to match the moment.

To meet rising demand without sacrificing quality, Lovepop deployed Crescendo’s omnichannel AI Assistant, which they nicknamed “Joy,” across voice and email, with chat soon to follow. Built on Agentic AI, Joy was trained to navigate emotionally charged interactions, streamline logistics, and support diverse customers in a way that felt personal and effortless.

Lovepop moved fast, integrating Crescendo’s Voice Assistant with Zendesk in early February to support Valentine’s Day shoppers, followed by deployment alongside Gorgias in early March, then Email Assistant deployment in early May ahead of Mother’s Day.

The seamless integration across platforms gave Lovepop full omnichannel coverage just in time for holiday surges, without any disruption to existing tools or workflows. Crescendo’s Shopify integration made Joy even smarter by instantly identifying callers, matching them to accounts, and collecting full order details before handoff. When a human agent stepped in, they were already equipped with all the context and information needed to resolve the issue quickly and confidently, creating a smoother, more satisfying experience for the customer.

What had once taken multiple emails or long hold times could now be resolved in seconds. Elderly callers, particularly, appreciated Joy’s calm tone and ability to help at their own pace without confusing menus or being rushed.

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Impact

Resolution times slashed. CSAT soared. Agents refocused on what matters.

With Joy handling routine tasks and the team continuously refining the knowledge base with each interaction, Lovepop immediately saw results. Over two months, they achieved a 99.93% reduction in email response time and a 9% CSAT improvement. Response times dropped, satisfaction climbed, and the team could handle more volume than ever without adding staff.

The team managed double the volume with fewer people and avoided the need for a seasonal hiring surge entirely. Agents could focus on complex or escalated cases, while Joy took care of the rest.

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Takeaway

Support that feels as personal as the product itself.

Lovepop reimagined what CX could look like during their busiest seasons without adding headcount or compromising their brand’s warmth. With Crescendo, their support became faster, more personal, and easier to scale.

Customers got help in seconds. Agents got relief from repetitive tasks. Callers received a support experience that met them with patience and care.

And behind every message, every return, and every call was Joy. This AI assistant was trained to deliver the kind of experience that lives up to the product quality and personalization that Lovepop aims to deliver in every way.