CloudCart scaled to 45K monthly tickets while actually improving CSAT scores
Key metrics
tickets per month
CSAT score
throughput increase
Elena Rodriguez
Director of CX, CloudCart
Our CSAT actually improved after we scaled to 45K tickets a month with Duckie handling the frontline.
Elena Rodriguez
Director of CX
CloudCart is an e-commerce infrastructure platform powering thousands of online stores worldwide. Their support team handles everything from merchant onboarding to payment disputes, requiring both speed and accuracy at massive scale.
The challenge
CloudCart's merchant base was growing rapidly, but their support team wasn't keeping pace. Ticket volume had tripled in six months, and hiring couldn't keep up.
- 15K tickets/month and climbing fast
- Average first response time pushing past 8 hours
- CSAT scores trending downward as wait times grew
- Merchant churn increasing due to poor support experiences
CloudCart needed a solution that could handle high volume without degrading quality — especially for sensitive topics like payment disputes and account security.
Why CloudCart chose Duckie
CloudCart's evaluation focused on three non-negotiables:
- Action-oriented resolution — their merchants needed actual problems solved, not links to documentation
- E-commerce domain knowledge — the AI needed to understand payment flows, shipping logistics, and merchant account structures
- Scalability — the solution had to handle 3x their current volume without breaking
Duckie met all three criteria, with the added benefit of configurable guardrails for sensitive financial operations.
The results
Within 60 days of deployment, CloudCart's support operation was transformed:
- 45K tickets per month handled smoothly — 3x their pre-Duckie volume
- 4.7/5 CSAT score — actually higher than before, despite the volume increase
- First response time under 2 minutes — down from 8 hours
- 68% full automation rate — with clean handoffs to humans for complex cases
The team that once struggled to keep up with 15K tickets now comfortably manages three times that volume while delivering better customer experiences.
Looking ahead
CloudCart is now expanding Duckie into proactive support — using pattern detection to identify and resolve merchant issues before they become tickets. Their support team has shifted from reactive firefighting to strategic customer success work.
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