“In a fast-growing environment like ours, Permut is helping us scale support without losing the quality or personal touch our customers expect, saving us over 100 hours of manual work every week.”

Teresa L., Head of Customer Experience, Scuffers

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The challenge

Maintaining fast response times and a high-quality customer experience was becoming increasingly difficult without significantly expanding the support team.

Customers frequently contacted the brand to ask about order status, shipping updates, sizing, product availability, returns or exchanges.

Support inquiries also arrived through different touch-points, making it difficult to maintain consistency and quickly understand and solve each case.

Scuffers needed a way to centralize support interactions, absorb repetitive demand and allow the team to focus on complex customer situations.

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The solution

Scuffers deployed Permut through a custom support widget integrated across the entire website, turning it into the first point of contact for customer conversations.

The AI agent was trained using Scuffers’ tone of voice, operational policies and support workflows, allowing it to resolve inquiries end-to-end.

For situations that require human intervention, the agent automatically generates a contextual summary of the conversation, enabling the support team to immediately understand the issue and respond faster.

Today the agent helps customers by:

• Providing instant order updates and shipping information
• Answering product questions about sizing, availability and policies
• Guiding customers through returns and exchanges
• Escalating complex cases with full context to the support team
• Absorbing sudden spikes in conversation volume without service degradation

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The impact

Permut now handles the equivalent of over 500 hours of manual support work every month for Scuffers.

In the first five months alone, the AI agent managed more than 40,000 customer interactions, maintaining a consistent 45% autonomous resolution rate while significantly improving operational efficiency.

The system also proved critical during high-traffic events such as Black Friday, where Permut absorbed the spike in support volume without downtime or service degradation.

The result is a much more scalable support operation. Customers receive instant answers to common questions and issues, while the support team focuses on the smaller share of conversations that truly require human attention.

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Looking ahead

What started as support automation is evolving into something much bigger.

Scuffers is now expanding Permut across additional channels such as WhatsApp and Instagram, turning it into a central engine for managing customer conversations across the entire customer journey.

As the brand continues to scale its community, Permut will power not only support interactions but also proactive engagement and customer communication across channels.