How Northstar resolved 80% of tickets automatically with Solva
A high-volume e-commerce brand handling thousands of daily orders eliminated its support backlog without hiring a single new agent.
"Solva cleared a backlog we'd been fighting for two years — in a matter of weeks. Our team finally gets to do the work that actually matters."
Sarah Chen, VP of Support at Northstar
The Challenge
Northstar's support team of 8 was drowning. Order-status questions, refund requests, and shipping inquiries flooded in around the clock, and response times had crept past 6 hours. Every holiday season made it worse — the backlog grew faster than the team could clear it, and customer satisfaction was slipping.
The Solution
Northstar connected Solva to its help desk and Shopify store. Within a day, Solva had learned from their help docs and past tickets, and began resolving routine questions automatically — order tracking, returns, and refunds — around the clock. Complex cases were handed to human agents with the full conversation already summarized.
The Results
Auto-resolution hit 80% within the first month. Average response time dropped from 6 hours to under 30 seconds, and CSAT climbed by 22 points. The team now focuses on complex, high-value conversations instead of repetitive queries — and sailed through the next holiday season with zero backlog.
