54%of tickets resolved automatically
2 days → 3 hrsaverage response time
+0.6improvement in CSAT score (out of 5)
About the client
An online kidswear brand, based in Tiruppur, Tamil Nadu, operating in the d2c & ecommerce brands sector.
The problem
Support tickets doubled every festive season, and most were simple tracking or size questions. Response times stretched to two days.
What we did
- Unified WhatsApp, Instagram and email in one help desk
- AI assistant connected to Shopify orders and courier tracking
- Size guidance answers drawn from the brand's size charts
- Automatic routing of returns and damaged-product claims to agents
- Weekly review of conversations to fill knowledge gaps
Outcome
- 54% of tickets resolved automatically
- 2 days → 3 hrs average response time
- +0.6 improvement in CSAT score (out of 5)
Services involved
AI Customer Support Automation · AI Automation
Client identity withheld. This anonymised case study is an illustrative example of our approach; figures are indicative and results vary by business, market and budget.
