How EvryJewels Achieved 70% Automation, slashed cost by 63% and process over 150k tickets with Yuma

Introduction

EvryJewels is a Canadian family-run jewelry business built on four generations of craftsmanship and innovation. Founded by siblings Britt and Jake, EvryJewels has become a household name for trendy and classic jewelry globally. Known for their collaborations with influencers and a strong community presence on platforms like TikTok, EvryJewels embodies a brand ethos of being "for evryday and evryone."

Starting from their parents' basement, Britt and Jake worked tirelessly to grow their business into what it is today: a vibrant brand with a loyal customer base and a newly established warehouse. However, rapid growth came with its own set of challenges, particularly in customer support.

“AI is our secret weapon this BFCM. Yuma’s AI Agents handled a staggering number of inquiries, equivalent to the workload of nearly 50 human agents. Without them, we’d have faced days of backlog, frustrated customers, and lost sales. Instead, Yuma AI delivered instant, consistent, high-quality responses, keeping customer satisfaction sky-high during our busiest season.” - Alejandro Reyes, Customer Service Director at EvryJewels

‍

Problem

EvryJewels’ success was accompanied by a surge in customer inquiries, ranging from product questions to order modifications and returns. With an influx of hundreds of daily tickets, their small customer support team struggled to maintain response times and ensure high-quality interactions.

"We pride ourselves on creating a community-driven brand," said Alejandro, "but keeping up with the volume of customer queries while maintaining our tone and quality was becoming overwhelming."

The increasing workload made it difficult to provide timely responses, especially during peak seasons. Addressing repetitive inquiries like shipping updates and product information drained resources that could have been better allocated to more complex customer concerns. EvryJewels needed a solution that could scale with their growth while preserving their personal touch.

Before Yuma, we were drowning in a sea of over 10,000 tickets, and our first response time was a staggering 1 week. Other AI solutions we tried were unreliable, hallucinating, and didn't align with our guidelines. - Alejandro Reyes, Customer Service Director at EvryJewels

‍

Solution

In early 2024, EvryJewels partnered with Yuma AI to revolutionize their customer support operations. With Yuma’s advanced AI capabilities, the brand began automating repetitive and time-consuming tasks. The integration was seamless, thanks to Yuma’s quick setup and user-friendly platform. Key use cases included:

• Automating repetitive tasks such as shipping updates, returns processing, and subscription inquiries.
• Leveraging AI to provide instant, accurate answers to common customer queries.
• Seamlessly integrating with EvryJewels’ existing Shopify and help desk systems.

"Yuma's ability to understand our brand voice and adapt to our unique needs was a game-changer," shared Alejandro. "It felt like adding an extra team member who never takes a day off."

‍

Outcomes

70% Automation Rate

Right now EvryJewels is at 70% full automation rate. This includes queries related to order tracking, FAQs, and product recommendations.

Massive Ticket Volumes Handled by AI

Yuma efficiently managed a surge in support tickets, from 18,000 in October 2023 to 150,000 in December 2023, ensuring the team wasn’t overwhelmed during peak times.

63% Cost Slashed

EvryJewels reduced their cost per ticket from $5.50 to $2, creating significant annual savings that could be reinvested into other areas of the business.

87.5% Faster Response Times

By leveraging Yuma’s automation, the brand slashed its first response time from several hours to under one minute, drastically improving the customer experience.

Improved Team Engagement

The automation of repetitive tasks allowed human agents to focus on complex, value-driven inquiries. Team engagement increased from 75% to 90%, as employees found their work more fulfilling.

Unexpected Benefits

EvryJewels’ partnership with Yuma also led to unexpected perks, such as Insightful data on customer preferences, allowing for improved product recommendations. They are also more confident about scaling support for European expansion plans in 2025.

‍

Conclusion

EvryJewels’ collaboration with Yuma AI marked a turning point in their customer support journey. By automating over half of their tickets and slashing response times, the brand was able to deliver on its promise of exceptional service. Yuma’s tailored approach ensured that automation did not compromise the personal touch that EvryJewels is known for.

"Working with Yuma felt like adding a whole new dimension to our support team," said Alejandro. "They’ve helped us not only meet but exceed our customers’ expectations."

‍

As EvryJewels continues to grow, their partnership with Yuma AI positions them to scale efficiently and maintain their industry-leading customer experience. For brands looking to balance growth with operational excellence, EvryJewels’ story is a great example of how AI can be a transformative solution.

‍