Overview

Aterian is a growing tech-enabled consumer products company with a mission to simplify and enhance everyday life through high-quality, innovative brands. With a global presence and a robust portfolio including hOmeLabs, Squatty Potty, and PurSteam, Aterian manages over 3,000 SKUs across major online marketplaces like Amazon, Walmart, Target, and direct-to-consumer channels. 

As the company expanded rapidly into new markets and sales channels, it faced increasing pressure to modernize and unify its customer support infrastructure. Fragmented systems, limited scalability, and a growing volume of customer interactions demanded a new approach. One that could support their growth without driving up operational costs.

The Challenge

Aterian faced a growing challenge in how to maintain exceptional customer service while expanding into global marketplaces like Amazon, Walmart, Temu, and Shopify. Supporting over 3,000 products across multiple brands with fragmented systems caused agents to experience inefficiencies, context switching, and a lack of unified reporting. 

The absence of voice support, scattered knowledge sources, and limited visibility further strained their operations. Aterian needed a comprehensive transformation to unify support operations, boost agent productivity, and enhance customer experience without increasing headcount.

The Approach

Aterian needed a solution that could:

• Consolidate fragmented support systems into one unified platform.
  
• Expand into voice and social support channels without increasing team size.
  
• Drastically reduce email handle time and improve agent efficiency.
  
• Deploy AI to automate low-touch interactions and support workflows.
  
• Improve support consistency and emotional accuracy across interactions.
  
• Provide real-time insights and reporting across brands and platforms.
  
• Deliver measurable ROI while setting the stage for scalable CX operations.

The Solution

Amplix, through deep platform expertise and strategic guidance, orchestrated a transformational deployment of Genesys Cloud, enabling Aterian to streamline its customer experience infrastructure and scale intelligently. Key outcomes included:

CX Modernization and Cost Efficiency

• 65% total cost of ownership (TCO) reduction, driving leaner technology spend.
  
• 30% improvement in SLA performance during seasonal peaks, powered by real-time prioritization and workflow automation.
  
• Consolidation of all support channels into Genesys Cloud, eliminating silos.
  
• Launch of voice support without expanding headcount.

AI-Driven Automation and Productivity

• Talk times 5–20% faster across brands, improving overall efficiency.
  
• 7% improvement in average email AHT across all brands, even with voice support launched.
  
• One brand achieved 25% lower email AHT through optimized workflows.
  
• 33% increase in overall agent satisfaction, driven by consistent tools and streamlined workflows.

Real-Time Visibility and Unified Reporting

• Implementation of CSAT/NPS programs across brands.
  
• Integration of Genesys data with Aterian’s internal data platform.

Expert Partnership and Scalable Execution

• Amplix guided platform evaluations, vendor RFPs, and pre-implementation assessments.
  
• Led phased rollout and customized AI/voice implementations.
  
• Conducted team trainings, built custom flows, and provided post-launch support.

I don’t believe we would have been able to migrate without the Amplix team. They found a very creative solution for our problems. The amount of support we received throughout the entire process was amazing.
— Lorena Lovrić, Head of Customer Service

The Outcome

Through its partnership with Amplix, Aterian successfully modernized and scaled its support operations without increasing costs or headcount. The rollout of AI-powered tools like the email copilot and voice support unlocked speed, empathy, and efficiency. Agents were empowered, customers received faster and more consistent service, and leadership gained real-time insights into performance. Amplix’s strategic and technical support enabled Aterian to future-proof its CX infrastructure while delivering measurable impact across all support channels.

Why Amplix

The Amplix team played a critical role throughout Aterian’s transformation journey. Guiding every step from requirements gathering to post-launch optimization. They led vendor evaluations, coordinated the RFP process, and aligned cross-functional stakeholders around a unified CX vision. 

Amplix’s deep technical fluency in Genesys Cloud, combined with hands-on AI implementation support, enabled Aterian to consolidate systems, reduce costs, and launch scalable automation with confidence. Their consultative approach, responsiveness, and focus on long-term value made Amplix a trusted extension of Aterian’s internal team.