75%

of Support Tickets Automated

customer story
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How VADE Nutrition Reduced Support Ticket Volume by 50% with AI-Powered Automation

“With an efficient mindset and a focus on high-level customer service, our primary goal is automation. This aligns perfectly with the Notch AI-Agent.”

Courtney McHugh
COO, VADE Nutrition
Company
VADE Nutrition
Industry
Emails, Website form
Location
Michigan, United States

At VADE Nutrition, innovation is at the core of everything they do. Known for their groundbreaking dissolvable protein pods, the company simplifies fitness nutrition for busy lifestyles. But as the brand grew, so did its customer support challenges. "Customer service was an area where we saw room for significant improvement," explains Courtney McHugh, COO of VADE Nutrition. "Our focus has always been on efficiency and delivering exceptional service, and we knew automation could play a pivotal role."

The challenges were familiar to many e-commerce businesses: repeat inquiries about order issues like WISMO (Where Is My Order), damaged or incorrect items, and subscription modifications. "We were seeing a lot of the same questions over and over again," Courtney shares. "Customers wanted answers quickly, and we needed a solution that could meet their expectations without overburdening our team."

To address this, VADE turned to the Notch AI-Agent, a customer support tool designed to automate routine tasks and streamline workflows. "From day one, we were impressed with how seamlessly the AI integrated into our existing systems," Courtney notes. The agent worked effortlessly across their Shopify platform, TrackingMore for order tracking, and Skio for subscription management.

Transforming Support with Smart Automation

One of the key advantages of the AI-Agent was its ability to turn existing customer service macros and documents into actionable procedures. This allowed the system to handle complex inquiries with accuracy and consistency. "It wasn’t just about answering questions faster," Courtney explains. "It was about answering them better. The AI didn’t just automate tasks—it learned from our processes and became an extension of our team."

Within weeks, the results were striking. The AI-Agent was handling 75% of support tickets, reducing the burden on human agents and enabling them to focus on more strategic tasks. "We saw an immediate improvement in first response times," Courtney says. "Before, it took us about nine minutes on average to respond to a ticket. Now? It's down to just 22 seconds. That’s a 96% improvement—and our customers noticed."

Proactive Solutions and Tangible Results

One of the most remarkable outcomes was the 90% reduction in repeat users. By resolving issues quickly and effectively on the first interaction, VADE minimized follow-ups and fostered stronger customer satisfaction. "This wasn’t just about efficiency; it was about building trust with our customers," Courtney emphasizes. "When they see you’re proactive, they’re more likely to stay loyal."

Another area where the AI-Agent excelled was subscription management. With so many customers opting for recurring deliveries, subscription changes were a frequent topic. The AI streamlined this process, making it easy for customers to modify their plans without unnecessary back-and-forth. "It made a huge difference," Courtney adds. "Our customers appreciated the simplicity, and our team appreciated the reduced workload."

"With an efficient mindset and a focus on high-level customer service, our primary goal is automation. This aligns perfectly with the Notch AI-Agent."

Courtney McHugh, COO

Key Results

  • 75% of Support Volume Handled by AI: The AI system automated responses to routine inquiries, freeing up human agents for high-priority cases.
  • 90% Reduction in Repeat Users: Faster first response times and a higher resolution rate reduced repeat inquiries significantly.
  • Streamlined Subscription Management: Common subscription modifications were handled seamlessly by the AI, ensuring a smoother customer experience.

A Vision for the Future

For Courtney and the VADE team, this isn’t just a story about technology—it’s a story about alignment. "With an efficient mindset and a focus on high-level customer service, our primary goal is automation," she says. "And the AI-Agent aligns perfectly with that goal. It’s not about replacing the human touch; it’s about amplifying it by removing the friction in everyday tasks."

As VADE looks ahead, they’re excited to continue pushing boundaries, both in their products and their operations. "This experience has shown us what’s possible when you embrace innovation," Courtney concludes. "The returns have been mind-blowingly valuable, and we’re just getting started."

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