How ETQ Hit 88% Automation on Day One
ETQ is a fast-growing Dutch fashion brand selling premium sneakers and menswear. With over 200,000 customers and rapid growth, they needed support and sales that scales with them.
Rowin Paapst
Operationeel Manager
Arjan Spekman
E-commerce Specialist
Company
etq-amsterdam.comCustomer since
March 2026
The Challenge
ETQ is scaling fast. More customers, more orders, more support tickets. They had an open customer service vacancy to keep up with the growing workload. The question was simple: can we handle this growth without growing the team?
“This is insane.”
Co-founder & CEO of ETQ, after seeing the results
The Solution
ETQ went from zero to live in a single day. The process was two steps:
- One-hour onboarding. During a single onboarding session, ETQ connected all their systems: their help desk, online store, and warehouse management system. Full context on every customer, every order.
- Talking to the AI Manager. No configurations, no documentation. ETQ just talked to the AI Manager, who set up the AI Agent for them. The AI Manager also proactively suggested improvements to their support processes along the way.
That same day, the AI Agent went live and hit an 88% direct resolution rate.
The Results
One day of preparation. 88% direct resolution on day one. Here's how it played out:
Direct Resolution Rate
- 88% direct resolution rate on day one. Without any prior ramp-up period.
- 338 messages handled in the first week, with an overall 82% direct resolution rate that keeps climbing.
- Open vacancy cancelled. They no longer need to fill the CS position and can scale down the team instead.
- Proactive AI Manager. Actively identifies ways to improve ETQ's support quality.
ETQ's co-founder and CEO wasn't part of the onboarding or setup. He simply saw the results and reached out, amazed by what the team had achieved. What makes this case special is the speed: one day of preparation, 88% from the start.
What This Means
Instead of hiring to keep up with growth, ETQ can now scale support without scaling the team. The people focus on the complex cases. The AI handles the rest.
Published on March 24, 2026 by Niek Hogenboom