Better Together
How Horatio and ada Helped Loop Earplugs Reduce First Response Times by 50%
Sep 02 2025
About
Loop Earplugs is a fast-growing DTC brand redefining hearing protection with stylish, high-fidelity earplugs for daily life. To scale their empathetic support while growing globally, they partnered with Horatio’s CX team and ada’s AI platform, streamlining service, boosting speed, and increasing satisfaction.
Scaling Support Together
As Loop’s order volume surged, so did their support needs. Before partnering with Horatio and ada, Loop faced:
- Over 1,000 inbound support tickets per day, overwhelming their internal team
- Delayed first response times, often exceeding 24+ hours
- A fragmented mix of helpdesk tools, live chat, and manual ticket tagging
- Lack of automation to handle common inquiries like shipping, sizing, and order status
- Limited insights into real-time customer pain points and trending issues
A Hybrid Human-AI Strategy
Horatio and ada collaborated to build a scalable, hybrid customer experience that balanced efficiency with empathy:
Horatio’s Contribution:
- Took over live channels (email, chat, and Instagram DMs) with 24/7 coverage across time zones
- Implemented process improvements to streamline customer inquiries and reduce response times.
- Built robust escalation workflows for returns, defective product complaints, and VIP customers
- Coordinated weekly insights reports on customer feedback, shipping delays, and FAQ trends
ada’s Contribution:
- Rolled out an AI agent across chat, email, and social DMs integrated with Loop’s customer service tech stack, including their Shopify backend
- The AI agent automatically resolved over 55% of total inquiries last month, including WISMO (Where Is My Order?), sizing guides, and returns
- Used dynamic handoffs to route complex tickets to Horatio in real time
- Created macros and auto-tagging to enrich Loop’s helpdesk data
The Impact of Partnership
By pairing ada’s AI capabilities with Horatio’s high-touch CX team, Loop delivered a seamless customer experience from self-serve automation to empathetic human support.
After partnering with Horatio
The Loop case shows the power of blending AI and human agents. The AI agent handles the use cases that are primed for self-service, freeing up Horatio’s team to deliver fast, empathetic service on complex issues.
Together, the partnership enabled Loop to scale globally without sacrificing quality, setting a new standard for what modern CX looks like.
