Customers

2,400 support teams, fewer tickets, quieter evenings.

How growing companies use Relay to answer customers faster without hiring faster.

support teams: 2,400+
conversations resolved: 31M
average CSAT: 4.8 / 5

2,400+ support teams

4.9 / 5 from 600+ reviews

Northwind
Lumen
Parcelly
Brightdesk
Orbitly
Kinfolk Supply
Vaultio
Northwind
Lumen
Parcelly
Brightdesk
Orbitly
Kinfolk Supply
Vaultio

Orbitly
Kinfolk Supply
Vaultio
Northwind
Lumen
Parcelly
Brightdesk
Orbitly
Kinfolk Supply
Vaultio
Northwind
Lumen
Parcelly
Brightdesk

Parcels with shipping labels on a packing table

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.

conversations in 24 hours: 9,000
of order questions automated: 74%
backlog on Monday: 0

“Relay handled Black Friday on its own. 9,000 conversations, two agents on shift, zero backlog.”

Daniel OkaforCOO, Parcelly

An empty startup office at night with one monitor glowing

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.

open tickets: 900 → 40
faster first response: 3x
saved per agent each week: 11h

“Password resets were 30% of our queue. Relay took all of them in week one.”

Marcus ChenSupport Ops Manager, Lumen

A hand holding a phone with a banking app open

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.

CSAT: 4.1 → 4.8
fewer tickets to agents: 62%
answer accuracy in review: 99%

“Review mode won our legal team over. Agents approved every reply for two weeks, then we let Relay run.”

Tomás RiveraHead of CX, Vaultio

07Customers

Support teams love the quiet inbox.

01 / 06

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