Since partnering with Crescendo, customer satisfaction has remained steady in the mid-80s, reflecting the same level of quality and care that defines Cuyana’s products.

For customers, that means dependable assistance whenever they reach out. For the CX team, it means more time to focus on building lasting relationships that reflect Cuyana’s promise of “fewer, better.”

Maintaining premium service with a small, diligent team

Cuyana’s customer experience team was small but dedicated, comprising just a few associates who managed all inquiries across various channels. As order volume grew, so did the gap between customer expectations and the team’s capacity.

In the months leading up to partnering with Crescendo, nearly half of incoming calls went unanswered, and email replies could take up to two days, often requiring multiple follow-ups to resolve. Customers who had invested in a high-quality product expected prompt, personal service, and the team was doing its best to deliver under growing volume. Seasonal spikes such as Black Friday and Cyber Monday added more pressure, stretching resources at the most critical sales moments.

Scaling the team alone couldn’t keep up with the growing demand for Cuyana’s best-selling products. The brand explored several automation and DIY support tools,  including Zendesk, Cogito, Kodif, Thinking Machine Lab, and Yellow. AI. Still, none offered the flexibility or sophistication needed to handle Cuyana’s high-touch inquiries. These early experiments reinforced the need for a smarter, scalable solution that could improve efficiency while preserving the thoughtful, personal service their customers expect.

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Why Crescendo

• AI and human support working together for speed and empathy
• Flexible infrastructure with quick implementation
• Scalable coverage without added headcount
• Built-in integrations for order tracking, returns, and exchanges
• Continuous optimization and real-time insights

“The support quality we get from Crescendo is phenomenal. It matches the quality we aim for with our products—from the ease of their custom approach and tracking templates to the intuitiveness of their dashboards. Everything works together seamlessly, which saves our team time and helps us deliver the same level of care our customers expect from Cuyana.”_{— Tyler Gardner, Director of Customer Experience, Cuyana}

A collaborative rollout built for speed and brand alignment

Cuyana launched the Crescendo Email Assistant in July 2025, followed by the Crescendo Voice Assistant in August 2025. Both deployments were designed to improve response times and resolve common customer inquiries more efficiently, supporting the CX team as order volume scaled. Cuyana had already been working with Crescendo’s associate support since 2022, giving the team a strong operational foundation to build on as AI Assistants were introduced.

From the start, Crescendo’s AI Assistants began resolving high-volume inquiries such as order status, returns, and exchanges, accessing data from integrations with Happy Returns and Loop. When more complex issues arose, Crescendo created detailed summaries complete with customer history and order context, allowing associates to step in quickly and empathetically.

Rather than a one-size-fits-all rollout, Crescendo’s Deployment Success and AI Optimization teams worked collaboratively with Cuyana to tailor the implementation. Weekly reviews, shared Crescendo Insights dashboards, and real-time feedback loops helped refine workflows and ensure every interaction reflected Cuyana’s brand tone and service standards. The result was a scalable, reliable solution that felt distinctly Cuyana, efficient, thoughtful, and aligned with its premium customer experience.

As the holiday season approached, the payoff became clear. Instead of scrambling to hire temporary staff, the team entered Q4 equipped to manage peak volume with confidence, ensuring customers received immediate, brand-aligned support when it mattered most.

Speed, consistency, and confidence at scale

With Crescendo in place, Cuyana transformed its ability to respond quickly and consistently to customers. What once took up to two days to deliver at their quality standards now happens in seconds, giving shoppers immediate reassurance after a purchase and freeing associates to focus on higher-value tasks.

Support operations became smoother, faster, and more measurable. AI now handles routine questions about orders, returns, and exchanges automatically, while human associates step in only when personal attention is needed. The combination improved speed without sacrificing the thoughtful tone that defines Cuyana’s brand.

Crescendo’s reporting and dashboards provided the CX team with real-time visibility into performance, enabling them to track trends, prioritize improvements, and maintain service quality during peak retail seasons. 

For Cuyana, the impact went beyond faster resolutions. The technology gave the team confidence and agility to maintain exceptional service even as volume spiked, proving that automation and authenticity can coexist within a premium brand experience.

“Our average time to an agent is 54 seconds. Before, customers waited up to two days. Now they’re connected almost instantly, followed by quick questions to understand their issue and get it resolved in minutes.” —_{Tyler Gardner, Director of Customer Experience, Cuyana}

Partnership Philosophy

Cuyana views Crescendo as an integrated partner in delivering meaningful customer experiences. By combining AI efficiency with human oversight, the collaboration ensures every interaction reflects the brand’s commitment to care and quality.

Open communication and weekly reviews keep the system in sync with Cuyana’s evolving needs. The partnership’s strength lies in its adaptability. Crescendo responds quickly to feedback, fine-tunes workflows, and continuously improves outcomes. For Cuyana’s CX team, this relationship is as valuable as the technology itself.

“It’s so easy to bring up an issue and have Crescendo say, ‘We can’t do it that way, but we could do it this way or this way.’ Seeing those custom  workflows come to life quickly  has been really cool.” _{— Tyler Gardner, Director of Customer Experience, Cuyana}