Quadlock
Certainly helped QuadLock, a global leader in premium phone mounts for active lifestyles streamline customer support with AI, reducing response times and enhancing user experience at scale.
Transforming Global Support with Certainly
When a fast-growing eCommerce brand needed to scale customer support across 100+ countries, they turned to Certainly. With seamless Shopify and Zendesk integrations, the AI Agent began handling thousands of interactions a week: resolving enquiries, reducing workload, and improving speed.
Here’s what they’ve achieved so far:
57% of weekly enquiries resolved by the AI Agent
33% reduction in average handling time
31% fewer replies needed per resolution
80% customer effort score maintained
Improved agent satisfaction and focus on meaningful work
Want to see how they did it? Keep reading…
About QuadLock
QuadLock is a globally recognised eCommerce brand known for designing premium phone mounts and cases tailored for cyclists, motorcyclists, runners, and drivers. With customers in over 100 countries, QuadLock supports an active, on-the-move lifestyle. As their global footprint expanded, so did the volume and complexity of customer enquiries, spanning multiple time zones and languages. Their human-led support team found it increasingly challenging to scale without compromising on speed or quality.
Beau, Director of Consumer Success, noticed the strain: delays in response times, frustrated customers, and an overwhelmed support team dealing with repetitive questions like "Where's my order?" or basic compatibility checks.
Scaling Support Without Sacrificing Quality
QuadLock needed an AI solution that could scale quickly without sacrificing their reputation for high-quality, personal support.
QuadLock recognised that relying solely on human agents wouldn’t be sustainable as they grew. They began exploring AI solutions that could take on routine queries, like order tracking and product compatibility, so their team could focus on more complex customer needs. A smooth integration with Zendesk, their existing platform, was a key requirement. That’s where Certainly came in. With a strong understanding of eCommerce support and a track record of working alongside human teams, Certainly offered a thoughtful, scalable solution that aligned with QuadLock’s goals.
Moreover, Certainly connects seamlessly with Shopify, enabling rich eCommerce automation such as order status lookups, address changes, and fulfilment updates, directly through the AI Agent. This tight integration ensured QuadLock’s customers could self-serve across a wide range of scenarios, leading to faster resolutions and a more streamlined experience at scale.
"Certainly didn't just reduce our workload, it reshaped how we think about customer support. Now, our human agents focus on quality interactions, while the AI Agent handles repetitive tasks efficiently. The AI Agent isn't replacing our people, it's empowering them to deliver better, faster, more personalised support."
Beau Micallef, Director of Consumer Success at QuadLock
How QuadLock Scaled Customer Experience with Smart, Seamless AI
As demand grew, QuadLock recognised that relying purely on human agents wouldn’t scale sustainably. They set out to enhance their customer support with automation—without losing the personal touch their customers value.
Built Around QuadLock’s Needs
Working closely with QuadLock, we helped tailor an AI Agent trained on their real conversations, FAQs, and internal documentation. It now handles repetitive questions accurately, allowing their team to focus on the moments that matter most.
Integrated, Not Disruptive
The AI Agent fits naturally into QuadLock’s existing setup, connecting directly with Shopify and Zendesk to ensure smooth handovers and consistent experiences for both customers and agents.
Helping Customers Buy with Confidence
From helping a rider find the right motorcycle mount to guiding a shopper to their ideal phone case, QuadLock now delivers personalised, helpful chat experiences—quickly and effortlessly.
QuadLock continues to lead with innovation and customer focus. We’re proud to play a supporting role in helping them scale with confidence and care.