A fashion brand's Instagram DMs, answered in seconds around the clock.
Every product drop buried the team in Instagram story replies and WhatsApp messages, sizes, prices, COD confirmations. First replies took three to five hours on busy days, and drop-day volume was triple a normal day. Support couldn't be hired and trained fast enough to match the marketing calendar.
“Drop days used to bury the team in DMs. Now they answer themselves, and we just watch the dashboard.”