Stewart Golf cuts support waits to one minute with Crescendo AI

Stewart Golf says its AI-powered customer experience platform from Crescendo now resolves 75% of enquiries and has lifted customer satisfaction to 100% for four straight weeks. The upgrade gives the golf trolley maker 24/7 support across the UK and US without adding headcount, while setting up future AI-guided shopping support. Why it matters: - Stewart Golf is using AI to turn customer support from a bottleneck into a round-the-clock service advantage. - The change matters for golfers who need help quickly with deliveries, warranties and troubleshooting, even outside UK business hours. - The rollout also lets Stewart Golf expand across the UK and US without immediately adding more staff. What happened: - Stewart Golf deployed Crescendo’s AI-powered customer experience platform across chat and email. - The AI assistant is publicly branded as “Stewie.” - Within a month of launch, Stewie was resolving 75% of customer enquiries globally across chat and email. - Stewart Golf says first response times fell from as long as 72 hours to one minute. - The company says it recorded 100% customer satisfaction for four consecutive weeks. The details: - Stewart Golf is a premium electric golf trolley manufacturer with operations in Britain and Houston, Texas. - The company serves customers across the UK and US and sells golf trolleys, accessories and support services worldwide. - Before the AI rollout, a UK-based team handled every support ticket during British working hours. - Weekend coverage was limited, which left some customers waiting days for answers already stored in the company’s knowledge base. - Backlogs during Black Friday, bank holidays and the start of the golf season could grow into the thousands. - Crescendo combines AI automation with human support. - Stewart Golf’s internal team covers weekdays, while Crescendo-trained customer service agents cover weekends. - More complex cases are escalated automatically to a human agent. - The average escalation time from AI to human agent is 24 seconds. - Customers can now get help with products, deliveries, warranties and troubleshooting within minutes. - Internal teams have been freed from repetitive enquiries and can focus on more complex customer issues. Between the lines: - The result suggests Stewart Golf was looking for a better customer experience, not just lower support costs. - Nathan Hooper, head of customer experience at Stewart Golf, said four consecutive weeks of 100% customer satisfaction was a direct result of what Crescendo built. - Hooper said Stewart Golf would have needed to increase customer experience headcount by 50% to keep service levels steady during peak periods and weekend coverage. - Stewart Golf first explored automated workflows in Zendesk and native AI features, but found those options lacked the conversational experience customers expected. - Crescendo demonstrated a working AI assistant using Stewart Golf’s existing Zendesk knowledge base within days. - Matt Price, CEO of Crescendo, said the next step is moving that same intelligence from answering questions to guiding purchases. - Crescendo’s Automatic QA scores every conversation, and Stewart Golf’s team reviews edge cases and updates knowledge base content. What’s next: - Stewart Golf plans to keep expanding across the Atlantic with 24/7 support already in place. - The next phase of the partnership includes Crescendo’s AI Shopping Assistant. - The shopping assistant is expected to guide customers from support conversations to purchase recommendations. The bottom line: - Stewart Golf says Crescendo’s AI has already delivered faster responses, higher satisfaction and full coverage without adding headcount, while opening the door to AI-assisted selling.