Wisteria is a 25 yr old furniture retail brand recognized for its elegant home décor and curated designs. With a growing customer base and increasing service requests, Wisteria needed to improve the speed and quality of its customer service operations while easing the burden on its support team.

The Challenges

Wisteria’s customer service representatives (CSRs) were spending a significant amount of time manually handling repetitive inquiries related to:

Each workflow was carefully designed to ensure only routine tasks were automated, while edge cases and exceptions were escalated to human agents with context-rich drafts, making their jobs easier and more focused.

The Outcome

Wisteria witnessed a significant shift in how customer service was delivered:

This automation-led transformation helped Wisteria modernize its customer support operations—enhancing efficiency, reducing service bottlenecks, and maintaining a personalized experience for every customer.

Wisteria’s adoption of smart automation marks a move from reactive customer service to a streamlined and proactive support model—ensuring high service standards while enabling its teams to do more with less.

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