Challenge
Karako Suits has been a staple for men’s formal wear in New York for over four decades. As a family-owned business, they’ve built a loyal following by offering honest advice, sharp service, and a suit for every occasion. That commitment to personal service is what keeps customers coming back.
But recently, Rylan Blondo, assistant to the controller, started noticing a gap. “We were getting a lot of calls after six o’clock and no one’s answering them,” Rylan says. “People would call after hours or on weekends, and they’d just get sent to voicemail.”
The issue wasn’t the team’s dedication. It was logistics. The stores close, but customers shop and plan at all hours—especially with weddings, job interviews, or special events on the horizon. Karako Suits needed a way to keep every caller connected, without hiring a night shift or sacrificing the personal touch that defines their brand.
Solution
Rylan looked at several answering services. Most were expensive, complicated, or didn’t sound like a real member of the Karako team. Upfirst stood out for its simplicity and flexibility.
Setup was straightforward: the team shared details about each store—locations, hours, and specialties. They added FAQs about fabrics, fits, and sizing, then set rules for which calls should forward where. “It’s user-friendly and simplified,” Rylan says.
Now, as soon as the office closes, Upfirst takes over. The AI-powered receptionist greets callers with the same warmth as a seasoned salesperson. If someone says, “I bought this from Store Seven in Selden,” Upfirst recognizes the cue and transfers them to the right location. If callers want to chat about styles or ask for advice, Upfirst responds naturally—offering fabric options, fit guidance, and even handling vendor inquiries.
One feature stands out: Rylan can see where calls are transferred and review transcripts. That insight means the team never misses a detail and can quickly follow up when needed.
Results
Karako Suits now offers helpful service, around the clock. Customers never hit voicemail. Instead, they get a live conversation—sometimes so convincing, callers assume they’re speaking with a longtime salesperson. “Some of the older generation are having full-blown conversations back and forth, like they don’t even know,” Rylan shares. “It’s amazing.”
The service's flexibility means every type of caller—customer, vendor, or partner—gets the information or connection they need. And for Rylan and the team, keeping tabs on after-hours interactions is as easy as checking an inbox.
“Things are going smooth. It’s really a big help,” Rylan says. “It’s constantly picking up, transferring calls the way we want, giving them better customer service.”
Karako Suits didn’t have to sacrifice their reputation for personal attention. Now, regardless of when customers call, they get the same care and expertise that’s defined the brand for forty years.
Ready to give your callers a real conversation without skyrocketing your budget? Sign up today for a free trial.
