Northfield Outfitters
The challenge
Support volume grew faster than the team could hire for it. Most tickets were the same handful of questions — shipping times, sizing, and return windows — repeated dozens of times a day across email and live chat.
The solution
The team trained a chatbot on their existing product pages, shipping policy, and return policy — no new documentation needed. It went live on the site within the same week, answering the routine questions immediately and handing off anything more complex to the support queue with full context attached.
The outcome
The team now spends most of its time on complex, judgment-based tickets instead of repeating the same answers. Response times for the questions that do reach a human dropped as well, since the queue is no longer clogged with routine requests.
“Our chatbot now answers most of our repeat customer questions before a human ever sees them.”
