Automated Customer Support for E-commerce

The Challenge

Our client, a fast-growing online retail company, was struggling to keep up with customer inquiries. With thousands of daily orders and a lean support team, response times were slipping and customer satisfaction was declining.

Key pain points included:

• High ticket volume - 500+ support tickets daily
• Slow response times - Average 4-hour response time during peak periods
• Limited coverage - Support only available during business hours
• Repetitive inquiries - 70% of tickets were about order status, returns, or shipping

Our Solution

We developed a custom AI support agent that integrates directly with their e-commerce platform, shipping providers, and return management system.

Core Capabilities

1. Order Intelligence - The agent accesses real-time order data, tracking information, and delivery estimates
2. Return Processing - Automatically initiates returns, generates labels, and tracks refund status
3. Natural Conversation - Handles follow-up questions and complex multi-part inquiries
4. Smart Escalation - Recognizes when to hand off to human agents with full context

Technical Integration

• Connected to Shopify for order data
• Integrated with ShipStation for tracking
• Linked to Loop for returns management
• Custom webhook for real-time updates

Results

The impact was immediate and measurable:

• 80% ticket reduction - AI handles routine inquiries automatically
• 24/7 coverage - Customers get instant responses any time
• 45% satisfaction increase - CSAT scores improved significantly
• 3-minute average response - Down from 4+ hours

"The AI agent handles inquiries faster than we ever could, and customers love the instant responses. Our team now focuses on complex issues that actually need human attention."

— Director of Customer Experience

What's Next

We're expanding the agent's capabilities to include:

• Proactive outreach for delayed shipments
• Product recommendations based on order history
• Inventory alerts for wishlist items