How a D2C brand automated customer support, handled 5,000+ monthly queries, and achieved 92% satisfaction while reducing support costs by 60%.
A rapidly growing D2C skincare brand was struggling to keep up with increasing customer support volume. They were receiving 5,000+ queries monthly about product recommendations, order status, shipping, returns, and ingredient questions.
Their support team of 3 agents was overwhelmed, leading to 6-8 hour response times and frustrated customers. Support costs were eating into margins, and the team couldn't scale fast enough to keep up with growth. Many repetitive questions were answered dozens of times daily.
Key Pain Points: 5,000+ monthly support queries overwhelming team, 6-8 hour average response time, 80% of questions were repetitive, Support costs increasing with growth
We deployed an AI-Powered Chatbot on their website that instantly answered FAQs, provided product recommendations, tracked orders, handled returns, and seamlessly escalated complex issues to human agents when needed.
24/7 automated responses to FAQs about shipping, returns, ingredients, product usage, and more from a comprehensive knowledge base.
Real-time order status updates by connecting to Shopify, showing shipping details without agent intervention.
Personalized product suggestions based on skin type, concerns, and preferences collected through conversational questions.
Intelligent detection of complex issues requiring human support, with seamless transfer including full conversation context.
Analyzed 3 months of support tickets, identified top 50 FAQs, documented product information, shipping policies, and return procedures.
Built conversational AI trained on the knowledge base, designed chat flows for common scenarios, and integrated with Shopify for order data.
Ran internal testing with support team, refined responses based on feedback, and trained the AI on edge cases and nuanced questions.
Went live on the website, monitored all conversations, continuously improved based on customer feedback and unresolved queries.
handled monthly by the chatbot automatically
customer satisfaction score with chatbot
reduction in support costs vs hiring more agents
from 6-8 hours to immediate answers