Lovepop creates unique, laser-cut 3D pop-up cards and gifts using the art of kirigami, a paper art form similar to origami where paper is cut to create intricate designs.
These cards unfold to reveal beautiful, three-dimensional structures, serving as both a gift and a keepsake meant to create “magical moments” and strengthen personal connections.
The Challenges
Lovepop’s cards are at the centre of life’s most emotional moments, which means their customer support team is, too. But as holiday support spikes approached, they faced familiar pain points with increasing urgency.
Their customer base is made up of phone-first service requesters, which their IVR system struggled to support well. At the same time, email response times lagged as tickets piled up, especially with the tedious back-and-forth required for return processing.
Even with strong agent performance, the model couldn’t keep pace with surge volumes, personalization needs, and rising customer expectations.
They needed a solution that could scale quickly during holiday demand, reduce wait times, and deliver better experiences without expanding headcount or compromising care.
The Solution
To meet rising demand without sacrificing quality, Lovepop deployed Crescendo’s omnichannel AI Assistant, which they nicknamed “Joy”, across voice and email, with chat soon to follow.
Built on Agentic AI, Joy was trained to navigate emotionally charged interactions, streamline logistics, and support diverse customers in a way that felt personal and effortless.
Lovepop moved fast, integrating Crescendo’s Voice Assistant with Zendesk in early February to support Valentine’s Day shoppers, followed by deployment alongside Gorgias in early March, then Email Assistant deployment in early May ahead of Mother’s Day.
“I sent an email regarding postage and it was answered immediately! Honestly, I’ve never had such a quick responses and resolution to my question. Excellent customer relations! I love the cards too and they arrived very quickly,” said Linda, Lovepop Customer.
The seamless integration across platforms gave Lovepop full omnichannel coverage just in time for holiday surges, without any disruption to existing tools or workflows.
Crescendo’s Shopify integration made Joy even smarter by instantly identifying callers, matching them to accounts, and collecting full order details before hand-off.
When a human agent stepped in, they were already equipped with all the context and information needed to resolve the issue quickly and confidently, creating a smoother, more satisfying experience for the customer.
What had once taken multiple emails or long hold times could now be resolved in seconds. Elderly callers, particularly, appreciated Joy’s calm tone and ability to help at their own pace without confusing menus or being rushed.
The Results
With Joy handling routine tasks and the team continuously refining the knowledge base with each interaction, Lovepop immediately saw results.
Over two months, they achieved a 99.93% reduction in email response time and a 9% CSAT improvement. Response times dropped, satisfaction climbed, and the team could handle more volume than ever without adding staff.
The team managed double the volume with fewer people and avoided the need for a seasonal hiring surge entirely. Agents could focus on complex or escalated cases, while Joy took care of the rest.
This blog post has been re-published by kind permission of Crescendo – View the Original Article
For more information about Crescendo - visit the Crescendo Website
About Crescendo
Crescendo is the first AI-native contact center built to deliver peak CX performance in the AI era. While others sell seats, licenses, or hype, we tie our success to business outcomes. Find out more about Crescendo
Author: Crescendo
Reviewed by: Robyn Coppell
Published On: 25th Nov 2025
Read more about - Industry News, Case Studies, Crescendo
