From Q4 overload to stress-free support
How Naadam used Cavalry to handle peak Q4 seasonal surges in support — without seasonal staffing headaches.
99%
less waiting times on responses (down from 15.4h to 5 minutes)
25X
faster resolution times (down from 20.5h to 48 minutes)
71%
AI automation rate during peak periods (no agents involved)
91%
AI ticket interception rate
Meet Naadam: The disruptor making luxury cashmere truly ethical.
Naadam isn’t just another cashmere brand.
Founded with the mission to make luxury ethical and accessible, Naadam disrupted the traditional cashmere industry by sourcing directly from herders in Mongolia’s Gobi Desert. By cutting out the middlemen and working sustainably, Naadam delivers premium, responsibly made cashmere at a fraction of the price of legacy brands.
But Naadam is more than a clothing label — it’s a purpose-driven movement. Customers come for the ultra-soft sweaters, but they stay for the story: transparent supply chains, fair wages for herders, and a commitment to doing good while looking good.
As demand grew, Naadam faced a challenge familiar to many fast-scaling DTC brands: supporting customers through massive seasonal swings in order volume — without compromising the experience.
Handling peak season support without overloading teams and extra hires...
For most of the year, the CX team manages a steady flow of customer inquiries. But every Q4 — when holiday gifting, major sales, and winter demand collide — volumes skyrockets 20x.
In the past, this meant:
- Hiring and training seasonal staff just for a few critical months
- Spending hours routing and resolving repeat questions (like WISMO, returns, and exchanges)
- Risking slower response times during the most important sales period of the year
The team had tested other automation options, but most required heavy flow-building or still handed off too many cases to agents. Naadam needed AI that could scale instantly — not another tool to manage.
Cavalry’s AI Agents solve complex issues without workflows, match human CSAT, and free your team to focus on growth
AI that scales with the season
When Naadam turned to Cavalry, the goal was clear: handle the seasonal spike without ballooning headcount.
Instant scalability for Q4 (and beyond)
Cavalry’s AI agents were deployed to intercept and resolve the most common, repetitive ticket types — from shipping updates to return requests — freeing human agents to focus on complex, high-value conversations.
No matter how high the volume spiked, Cavalry scaled instantly. There was no scramble to hire and train seasonal reps, and no compromise in customer experience.
Complete automation and action taken, not just “auto-replies”
Unlike other tools that rely on rigid workflows, Cavalry’s AI was built to reason through complex tickets, complete the necessary actions (not just “answer” the question), and follow up until the case was fully resolved.
That meant:
- No half-finished interactions
- No customers left hanging mid-process
- No agents wasting time cleaning up after the AI
In practice, this meant Cavalry handled tasks most AI tools can’t touch — things like price matching requests that require checking multiple systems for eligibility and coordinating complex order modifications directly through NetSuite, all without a human needing to step in.
Brand-true responses, every time
Naadam has a distinct voice: warm, approachable, and grounded in purpose. Cavalry’s AI agents were trained on past ticket history, tone guidelines, and brand values to ensure every customer interaction felt human and on-brand — even when handled entirely by AI.
Cavalry combines advanced AI agents with CX expertise to resolve issues, boost CSAT, and unlock more sales — all in one platform.
A true partnership
From day one, Cavalry worked side by side with Naadam’s CX team — not just for setup, but for continuous improvement.
- High-touch onboarding: Cavalry worked directly with Naadam’s team to identify the most common and high-impact use cases to automate first.
- Rapid iteration: As new campaigns, product lines, and offers rolled out, Cavalry adapted quickly, updating logic and flows in real time.
- A shared obsession with customer experience: The collaboration wasn’t just about volume reduction — it was about making every support interaction better.
99%
less waiting times on responses (down from 15.4h to 5 minutes)
25X
faster resolution times (down from 20.5h to 48 minutes)
71%
AI automation rate during peak periods (no agents involved)
91%
AI ticket interception rate
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Overall impressed with the tech. We hit road humps with Gorgias AI and Cavalry has moved past all of them. I feel like the technology on their side is way more advanced
Mikey Krieger
We’re an incredibly seasonal business, I was looking for a solution to help minimize the number of tickets humans needed to intervene to resolve. Cavalry was able to significantly reduce our seasonal staffing needs in Q4 and has been phenomenal at supporting us through our AI CX journey
Diego Nevado
Other AI companies we tried like Siena had such long-winded responses. Cavalry is the only AI agent that has been successfully able to solve issues in a quick, concise way while capturing our unique brand personality.
Marivic Victoria
Book a quick session to see how Cavalry automates complex CX, resolves tickets end-to-end, and drives measurable growth.
