How a logistics company cut support response times in half with ChatterMate
“ChatterMate didn't replace our support team — it gave them their afternoons back. The questions that used to eat an hour now take two minutes, and our CSAT actually went up.”
— Tomás Velázquez, Head of Customer Operations at Fairhaven Logistics
Every peak season, Fairhaven Logistics saw support ticket volume triple — and with a lean five-person team, response times stretched from hours to entire days, frustrating customers who needed fast answers about shipments.
Tomás Velázquez set up ChatterMate as a first line of triage: it could read incoming tickets, pull relevant order details, and either resolve simple questions directly or draft a response for a human agent to review and send.
Because ChatterMate could switch between models depending on the task — quick classification with a fast model, nuanced customer responses with a more capable one — the team got both speed and quality without managing multiple separate tools.
Within a month, average response time dropped from hours to minutes. More importantly, agents reported feeling less burned out: the repetitive 80% of tickets were handled automatically or drafted for them, freeing them to focus on the genuinely complex cases that needed a human's judgment.