Because the product is rooted in personal storytelling, customer support plays a meaningful role, with conversations often carrying emotional weight and requiring thoughtful, reassuring responses aligned with Qeepsake’s brand voice.

With a small, dedicated support team overseeing a growing customer base, Qeepsake needed a way to extend coverage while maintaining the level of care families expected.

Supporting a growing customer base with limited internal capacity

Before partnering with Crescendo, Qeepsake’s support operation relied on a small, dedicated team of agents. As inbound volume increased, a significant share of the team’s time was spent responding to repeat questions and directing customers to FAQs.

While these interactions were essential, they limited the team’s ability to focus on more complex issues that required deeper problem-solving or cross-team collaboration. Leadership recognized the need to create additional capacity while continuing to deliver a high-quality support experience.

At the same time, Qeepsake needed to ensure customer interactions remained thoughtful and emotionally aware. Because support conversations often touch personal family moments, preserving a compassionate tone was just as important as maintaining speed and accuracy.

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A fast, brand-aligned rollout built for scale

Crescendo and Qeepsake partnered through a structured five-week onboarding program to align workflows, escalation paths, and quality expectations before launch. Early onboarding emphasized brand alignment, with Crescendo reviewing Qeepsake’s brand guide and collaborating closely with the team to understand how tone, reassurance, and clarity should come through in everyday support interactions. 

To support consistency at launch, AI-generated responses were incorporated into Qeepsake’s existing editorial review process. Responses are edited under the oversight of Qeepsake’s copy editor to ensure accuracy and alignment before reaching customers.

From an operational standpoint, the rollout moved quickly. After onboarding and alignment, the Email Assistant went live on July 29, 2025, 35 days from kickoff. The Chat Assistant followed on September 9, 2025, launching 42 days later. This timeline allowed Qeepsake to bring expanded coverage online while maintaining continuity as internal responsibilities evolved.

The result was a support foundation designed for scale from day one, pairing Crescendo’s AI Assistants with defined quality controls and human review.

“We work closely with the Crescendo team through Slack. They’re responsive, efficient, and know when to escalate questions or tag us for follow-up. They feel like a seamless part of the team.”
_{Tracy Cho, GM, Qeepsake}

Expanded coverage, restored bandwidth, consistent quality

Since implementing Crescendo, Qeepsake has expanded customer support coverage without adding headcount to its internal team. The AI + human model enabled faster, more predictable responses while preserving the quality customers expect.

From a responsiveness standpoint, support performance improved across both channels. Over the past 60 days, chat time to the agent has been within seconds, while email responses have been delivered immediately. This ensured timely support without introducing additional operational strain.

Rather than chasing aggressive automation metrics, the team focused on reliability and care. The result was a support model that scaled responsibly and supported the business during a period of change.

“Crescendo has had a meaningful impact on our team. We’re able to support more customers with a smaller team, while maintaining consistent customer satisfaction.”
‍_{Tracy Cho, GM, Qeepsake}

Qeepsake partnered with Crescendo AI to expand customer support capacity while preserving quality and tone. Through Crescendo’s AI + human support model, the team broadened coverage, improved responsiveness, and maintained consistent customer satisfaction without adding headcount.

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Partnership Philosophy

Crescendo operates as an embedded extension of Qeepsake’s support team. AI Assistants handle common questions and repeat workflows, while more complex or sensitive issues are escalated through a shared Slack channel.

This real-time collaboration model allows Qeepsake to maintain visibility and control without being pulled into every interaction. Crescendo proactively surfaces edge cases and coordinates closely with the internal team, reinforcing a true partnership rather than a traditional outsourced model.

“Partnering with Crescendo has been a great cost savings and without sacrificing performance and customer satisfaction. I'd say that it was one of the best decisions that we made to have them cover our customer support.” - Tracy Cho, GM, Qeepsake