Automating Customer Support for a Fast-Growing E-Commerce Brand
Context
The client was processing over 1,000 customer service inquiries weekly, primarily related to order tracking, product availability, and returns. Their small support team was overburdened and unable to keep pace.
Details
Time Reduction:
Response time cut from 24h to 3min; 42% fewer tickets in 90 days.
Velocity:
MVP in 2 weeks; full launch in 6 weeks
ROI:
$4.5K/month saved; +18 CSAT points; no extra hiring needed.
Overview
This project focused on transforming customer support for a fashion e-commerce business scaling rapidly but suffering from slow response times and operational overwhelm.
Challenge
High volume of repetitive queries.
Slow first-response times (>24 hrs).
Rising negative reviews due to poor support experience.
No automation or AI in place, fully manual processes.
Solution
We implemented an AI-powered conversational support system, trained on the company’s knowledge base, product catalog, and order system. Key elements:
- Custom chatbot using NLP trained on FAQs and transactional data
- Integration with Shopify and HelpDesk tools.
- Set up automated workflows for common requests (e.g., “Where is my order?”).
Results
The brand scaled its operations without expanding headcount, gained agility in support, and improved its brand reputation through faster, automated customer interactions.
They scale e-commerce without overwhelming support teams — with 24/7 AI-powered customer service that delights.
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