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E-Commerce

How a Store Handles 3x More Support Without New Hires

An online retailer was drowning in customer questions. We fixed the support bottleneck by handling common issues automatically, so the team only handles real problems.

70%Tickets automated
2 minResponse time
3xVolume handled
Customer support team

The Problem

The business was growing fast, but their 5-person support team couldn't keep up. They were getting 200+ tickets every day, mostly with the same simple questions repeating over and over.

"We were losing customers because it took 6 hours to get an answer," the founder told us. "We couldn't hire fast enough, and our team was burned out answering the same thing hundreds of times."

  • Customers were frustrated by slow response times.
  • The support team was drowning in repetitive work.
  • Growth was limited by how many tickets the team could handle.

What We Did

We built a way to handle routine questions automatically. The system handles order tracking, returns, and policy questions without needing a human. If someone has a complex issue, it gets sent to the team with all the info they need.

The Fix

  • 1
    System connection
    We connected their support tools to their store data for instant updates.
  • 2
    Automatic answers
    The system provides instant replies to common questions about orders and policies.
  • 3
    Smart handoff
    When a real person is needed, the system sends the full history so no one repeats themselves.
"The system handles 70% of our tickets instantly. Customers love getting answers in 2 minutes instead of 4 hours. Our team can now focus on building relationships with our best customers."
Jessica Park
Founder & CEO

Ready to scale your support?

Let's talk about how we can remove the bottlenecks and help your support team handle more.

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