Customers
2,400 support teams, fewer tickets, quieter evenings.
How growing companies use Relay to answer customers faster without hiring faster.
2,400+
support teams
31M
conversations resolved
4.8 / 5
average CSAT
Trusted by 2,400+ support teams
Northwind
Lumen
Parcelly
Brightdesk
Orbitly
Kinfolk Supply
Vaultio
Parcelly · E-commerce · 40 people
Parcelly handled Black Friday with two agents on shift.
Order questions used to triple every November. Parcelly connected Relay to Shopify in an afternoon, so it could check order status and process returns on its own. On Black Friday, Relay answered 9,000 conversations and the two agents on shift took only the 600 that needed a person.
9,000
conversations in 24 hours
74%
of order questions automated
0
backlog on Monday
“Relay handled Black Friday on its own. 9,000 conversations, two agents on shift, zero backlog.”
Daniel Okafor, COO
Lumen · SaaS · 120 people
Lumen cleared a 900-ticket backlog in its first week.
Password resets and plan questions were 30% of Lumen’s queue. Relay took those over in week one, routed bug reports straight to engineering with the steps to reproduce, and freed the team to work on onboarding calls.
900 → 40
open tickets
3x
faster first response
11h
saved per agent each week
“Password resets were 30% of our queue. Relay took all of them in week one.”
Marcus Chen, Support Ops Manager
Vaultio · Fintech · 260 people
Vaultio won over its legal team with review mode.
Vaultio needed every answer about balances and cards to be checked. For two weeks, agents approved each reply before it went out. Once accuracy held at 99%, they let Relay answer on its own, with identity checks before any account detail is shared.
4.1 → 4.8
CSAT
62%
fewer tickets to agents
99%
answer accuracy in review
“Review mode won our legal team over. Agents approved every reply for two weeks, then we let Relay run.”
Tomás Rivera, Head of CX
Customers
Support teams love the quiet inbox.
★★★★★ 4.9 / 5 from 600+ reviews
6h → 1 min
“We cut our first response time from 6 hours to under a minute. Our agents finally have time for the tricky cases.”
Priya Nair
Head of Support, Brightdesk
9,000 chats, 0 backlog
“Relay handled Black Friday on its own. 9,000 conversations, two agents on shift, zero backlog.”
Daniel Okafor
COO, Parcelly
Live in one afternoon
“Setup took one afternoon. The handoff to humans is so smooth that customers don’t notice the switch.”
Sofia Lindqvist
Customer Experience Lead, Orbitly
900 → 40 backlog
“Password resets were 30% of our queue. Relay took all of them in week one, and our backlog went from 900 tickets to 40.”
Marcus Chen
Support Ops Manager, Lumen
3 new markets
“We’re a team of three. Relay answers customers in Spanish, French and German, so we sell in markets we couldn’t support before.”
Aisha Rahman
Founder, Kinfolk Supply
CSAT 4.1 → 4.8
“Review mode won our legal team over. Agents approved every reply for two weeks, then we let Relay run. CSAT went up to 4.8.”
Tomás Rivera
Head of CX, Vaultio
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Resolved just now
Refund issued for #4821
Maya · Parcelly
38s
Password reset link sent
Leo · Lumen
12s
Plan upgraded to Pro
Ines · Orbitly
54s
Identity verified, balance shared
Kofi · Vaultio
41s