The Challenge
Hyper-growth created hundreds of weekly customer contacts.
Simpler Hair Color moved quickly from new entrant to eight-figure pace across Shopify and Amazon. With that demand came a flood of questions, orders, and support needs.
Requests ranged from order status and shipping questions to product usage, subscription changes, returns, and social DMs. The team needed to scale support without building a large support staff or compromising on quality.
The Solution
StateSet powered Simon, an always-available AI customer experience agent.
StateSet's iCommerce Engine powers Simon, a fully autonomous AI agent that handles incoming tickets across email and voice while a human oversees exceptions.
Simon orchestrates transactions, tracks backorders, personalizes communications, handles order edits and subscriptions, and keeps customers informed while operating within custom brand controls and tone guidelines.
The Results
Simpler Hair Color scaled its viral moment with controlled costs and high CSAT.
With StateSet, Simpler Hair Color reduced time to resolution by 90%, handled 80% of ticket volume, and saved more than 30 hours per month.
The result is a customer experience foundation that protects loyalty, keeps operations flexible, and gives the team confidence that future demand spikes can become lasting value.