Introduction
The Bradery runs private sales for hundreds of fashion, home, beauty and lifestyle brands. New sales open every day for just a few days at a time.
Some orders ship from The Bradery's own warehouses and others ship straight from the partner brand. The Bradery has worked with Yuma since February 2024.
Yuma has demonstrated that AI can successfully maintain speed, accuracy, and consistently high-quality customer experience.
Luna Vincent, Customer Care Manager at The Bradery
Problem
Flash sales create flash peaks. When a big sale opens, questions about delivery, order changes and returns spike with it.
The team wanted three things: absorb those peaks without emergency hiring, cut wait times on every channel (nights and weekends included), and resolve complex requests like address changes and order edits fast.
Solution
The Bradery put Yuma's Support AI agents on the front line across chat, email, social channels, WhatsApp and the help center.
The agents work inside The Bradery's own systems, including Shopify and carrier data. They understand the request, take the action, close the ticket, and hand over to a human when needed.
They cover tracking and delivery, order changes, returns and defective products, and pre-sale questions.
Use case 1: an address change that needs the brand's sign-off
A customer mistyped their shipping address on an order fulfilled by a partner brand. Yuma contacted the brand to request the change, waited for their confirmation, then let the customer know their address was updated.
Even when an outside party has to validate a change, Yuma runs the whole loop and closes it on its own.
Use case 2: a defective product, checked by photo
A customer reported a damaged item and sent a photo. Yuma spotted that the image was a product visual from the site, asked for a photo of the item received, then offered a voucher or a free return. The customer kept the item, and Yuma created and sent a unique discount code in Shopify.
Outcomes
50% of conversations fully automated
Half of all conversations are resolved from start to finish by Yuma, with no human involvement.
90% of conversations answered by Yuma
Yuma replies on 90% of conversations. The 50% above is the share it closes end to end.
24/7 coverage, sale days included
Customers get answers at night, on weekends and in the middle of the biggest sale days, and the team no longer has to hire for every peak.
Conclusion
The Bradery's business runs on spikes. With Yuma answering around the clock and resolving tickets inside The Bradery's systems, those spikes no longer decide how long customers wait.
See how Support AI handles marketplace tickets end to end, read how UnBonMaillot, CABAIA and Tediber scaled their support, or book a demo and we'll walk through your own peaks.
