customer stories

How Marquee increased customer resolution speed by 54%

About

Marquee is a digital commerce platform helping growing brands manage customer experiences across multiple channels. Its teams support thousands of daily interactions spanning product questions, account requests, orders, and post-purchase support.

Industry

E-commerce technology

Company size

50-75 employees

Founded

2018

Challenge

As Marquee's customer base expanded, support volume grew faster than its team could comfortably manage. Agents spent significant time answering recurring questions, searching across internal resources, and manually routing requests to specialists.

Response times increased during peak periods, while valuable support capacity was being consumed by repetitive work that rarely required human judgement.

Approach

Vesper analysed Marquee's support workflows and identified where AI could reduce repetitive work while keeping agents in control of complex conversations.

The rollout focused on:

Automate recurring reports and approvals
Route incoming requests intelligently
Synchronize data between core systems
Flag exceptions for human review

Each workflow was introduced gradually, allowing Marquee to validate performance before expanding automation across the organization.

Solution

Vesper connected Marquee's customer conversations, knowledge resources, and support workflows into one intelligent system. Common requests could be resolved automatically, while complex cases reached the right agents with relevant context already prepared.

The new system helped Marquee:

Automatically classify and assign requests
Generate reports from live data
Streamline routine approval processes
Surface operational issues instantly
Scale workflows without added complexity

Within four months, average resolution speed improved by 54% while Marquee continued growing its customer base without proportionally expanding its support team.

“Vesper changed how our support team handles scale. Customers get answers faster, while our agents have more time for conversations where their experience and judgement genuinely make a difference.”