Hammitt is a luxury leather goods brand known for its buttery-soft leather handbags with eye-catching hardware beloved by it-girls and elegant jet-setters alike. As Hammitt grew, so did the complexity of delivering its white glove standard of customer service across channels, and this was felt acutely on the phone. Partnering with Flip gave Hammitt’s concierge team the ability to scale without sacrificing the brand’s luxury standards while gaining powerful insights into their customer calls.
Key Takeaways
- 40% of calls fully automated. Automation grew from about 25% in the first week to a steady 40%, which frees the concierge team from routine requests and clears its queues.
- Faster, more reliable service. Handle time is 82% lower than with live agents, and abandoned calls dropped 88%.
- Customers like it. Flip’s AI agent handles calls without lowering Hammitt’s white-glove standard. CSAT is 4.5 with an 85% engagement rate, matching or slightly beating live-agent scores. The worry that older customers wouldn’t take to it didn’t hold up.
- Clear view of why customers call. After analyzing 3,500 calls, Flip reached 96% intent detection and already had 95 pre-built automations Hammitt could launch right away.
- Easy setup. The rollout was low-lift and hands-off, connected to Shopify, Gladly and NetSuite, and included Spanish and French support.
- Flip is now the first touchpoint. Hammitt trusts Flip AI agent enough to have it greet every caller first, trusting its resolution capabilities and voice quality to match luxury brand standards.
โWe have liked Flip so much that we’re willing to put Flip as the first touchpoint that the customer experiences when they call.”
– Adam Reynoso, System Administrator at Hammitt
The Challenge: heavy call volume and โarchaicโ IVR
Before Flip, the phone absorbed most of the Hammitt concierge team’s time. Some of that time was spent on valuable conversations that built meaningful customer relationships and reinforced the luxury, white-glove values of Hammitt. More often, however, the concierge team was spread thin across a high volume of simple call requests.
Hammitt’s customer experience support stack had already been through several changes: an โarchaicโ IVR that lost relevance once that vendor pivoted to a different industry, which prompted a move to Gorgias, then Gladly. Even after that switch, the team still lacked clear visibility into why customers were calling: contact reasons were scattered across categories, making it hard to see where to focus.
“We really needed it to be more condensed, to see where we really needed to meet the customer’s expectations,” said Adam Reynosa, System Administrator at Hammitt.
Key Stats Hammit x Flip:
| Automation Rate | 40% |
| Handle Time | 82% Reduction (Live Agent vs. Flip Agent) |
| Engagement Rate | 85% |
| Abandoned Calls | 88% Reduction |
| CSAT | 4.5 |
| Top Integrations | Shopify, Gladly, Netsuite |
Why Flip AI for customer service?
Hammitt immediately appreciated Flipโs clear insights dashboard, which went beyond number of calls and into caller intents, feedback, CSAT score, and more. Reynosa also appreciated the intuitive nature of Flipโs platform interface, which would be easy for his non-technical colleagues to use. Rather than routing every question through IT, anyone from Hammitt’s concierge manager to VP of eCommerce could look at the same data directly.
“[Flip] was really straightforwardโฆ,” Reynosa said. “It made my job easier.”
Flipโs support responsiveness mattered too: each time Reynosa or a team member had a question, instead of filing a ticket and waiting, Hammitt’s team could message Flip directly on Slack and get an immediate answer. “It just felt more organic,” Reynosa said.
Flip’s language and voice options were also differentiators: the Spanish and French language support, and a choice of AI voice personas are essential considerations for a luxury brand with jet-setting clientele.
Implementation: โIt was just a push of a button from our side.โ
According to Reynosa, the deployment was notably low-lift: Flip’s team handled configuration end-to-end, and Hammitt’s role was largely to review and adjust.
“It was such an easy, hands-off thing. [The Flip team] would say, ‘Yeah, it’s already tested, it’s already done.’ That’s never heard of, really, when you’re integrating new software.”
For Reynosa, who has led multiple software integrations at Hammitt, that ease of adoption stood out as the most impressive part of the rollout.
Results: automation up, concierge team freed for complex work
Since launching with Flip, Hammitt’s automation rate has grown from about 25% in its first week to consistently 40% today. Flip took over the simple high-volume requests, leaving Hammitt’s concierge team more time for complex, high-touch conversations representative of their luxury brand experience.
The efficiency gains have extended beyond automation rate: average handle time dropped 82% now that Flipโs AI agent takes routine calls instead of a live agent.
That shift also eased day-to-day pressure on the team. “It gives them a better day, as far as not being so stressed,” Reynosa said. “And not having to deal with so many tickets every day to clear the queue.”
Hammitt had some early hesitation about automating support for the older segment of their customer base, worried they would prefer talking to a person. That concern didn’t play out: because Flip’s knowledge base was strong from the start, all customers were more receptive than expected, plus a live agent was always still reachable. Abandoned calls fell 88% and Engagement Rate reached 85%. Customer satisfaction on Flip-handled interactions is also matching or slightly outperforming live-agent CSAT.
โWhen we signed on, implementation was incredibly easy.โ
After a testing process that analyzed 3,500 calls, Flip noticed a high intent detection rate among callers (96%), an early sign that the implementation process would be a breeze since customers already stated clearly their reason for calling. The process also clarified the 95 pre-built automations that could be implemented immediately for performance outcomes. Liquid I.V. turned the Flip phone lines on in December during the holidays: one of their volume-spike periods.
The high-risk timing paid off: the phone lines stayed on, customer service agents felt supported, and customers could get their requests resolved 24/7. By the first summer season with Flip, Liquid I.V.โs phone lines didnโt have to close like they had the previous year.
Top Hammitt Call Intents + Flip Automation:
RESULTS: automation up, concierge team freed for complex work
Since launching with Flip, Hammitt’s automation rate has grown from about 25% in its first week to consistently 40% today. Flip took over the simple high-volume requests, leaving Hammitt’s concierge team more time for complex, high-touch conversations representative of their luxury brand experience.
The efficiency gains have extended beyond automation rate: average handle time dropped 82% now that Flipโs AI agent takes routine calls instead of a live agent.
That shift also eased day-to-day pressure on the team. “It gives them a better day, as far as not being so stressed,” Reynosa said. “And not having to deal with so many tickets every day to clear the queue.”
Hammitt had some early hesitation about automating support for the older segment of their customer base, worried they would prefer talking to a person. That concern didn’t play out: because Flip’s knowledge base was strong from the start, all customers were more receptive than expected, plus a live agent was always still reachable. Abandoned calls fell 88% and Engagement Rate reached 85%. Customer satisfaction on Flip-handled interactions is also matching or slightly outperforming live-agent CSAT.
The luxury experience: Flip as the first touchpoint
Every Hammitt customer who calls now talks to Flip before ever reaching a live concierge. “We have liked Flip so much that we’re willing to put Flip as the first touchpoint that the customer experiences when they call,” he said.
โWhen you’re buying a luxury product, you’re also going to get luxury customer service.” โ Adam Reynosa
Read more:
Flip Voice AI integrates with phone system for automated customer experience workflows. Flip’s Voice AI agent for CX has native tech integrations, compliance, analytics, and vendors built in for the best calls. The right CX partner can lead to performance outcomes.
