From 60 agents to 60.
How Printerpix cut customer service headcount by 93% while their Trustpilot ratings went up, through the hardest season of their year.
The countdown.
Every Christmas, more agents. Worse ratings.
Printerpix runs a seasonal e‑commerce business. Every Christmas, ticket volume spikes hard: order questions, shipping delays, returns, refunds. To handle it, Printerpix scaled up to around 60 active customer service agents during peak season.
Even at that headcount, service quality dropped. Trustpilot ratings fell every single Christmas, a predictable pattern of peak season strain that neither Freshdesk nor Zendesk solved.
An agent that resolves, not a bot that deflects.
Printerpix moved their customer service operation onto Statera Tech's AI agent, live in production and directly handling customer requests end to end. Not a chatbot bolted onto a ticket queue.
“Every other vendor had us adding agents every peak season. This time we went from 60 agents at Christmas to 4 today, and our Trustpilot score went up, not down. That's the number that matters.”
Headcount and satisfaction moved together, not against each other.
Printerpix didn't just automate FAQs. They replaced most of a customer service department while their customers got happier.
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