Case Study · E-commerce
Scaling support without scaling headcount for an online retailer
Support automation resolved 65% of tickets instantly and kept inventory synced across tools, letting the retailer double order volume on the same team.
- Client
- A growing online retailer, ~$12M revenue
- Market
- San Diego, CA
- Timeline
- 5 weeks to launch
Anonymized and illustrative of a typical engagement.
- 65%
- of tickets auto-resolved
- 2x
- order volume, same team
- 42%
- faster response time
- 5 wks
- to launch
01 / The challenge
Where the time was going
- 01Ticket volume was rising faster than the team could hire. Most tickets were the same handful of questions: where is my order, how do returns work, is this in stock. Agents spent their day on repetition and burned out on it.
- 02Behind the scenes, order and inventory data lived in several tools that did not agree with each other. Oversells and 'in stock' items that were not created their own wave of angry tickets.
- 03Hiring was not a real answer; the unit economics of throwing bodies at support do not work when order volume is doubling.
02 / The build
What we shipped
We automated the repetitive support layer and fixed the data underneath it so support stopped generating its own tickets.
- 01Support automationAn assistant answers order, shipping, and returns questions instantly by reading live order data, and starts returns when eligible.
- 02Inventory syncStock and order data are kept consistent across the commerce platform and inventory system automatically, ending oversells.
- 03Human handoff with contextAnything outside the routine is escalated to an agent with the full conversation and order history attached.
- 04Proactive updatesCustomers get proactive shipping and delay notifications, which removes the 'where is my order' tickets before they happen.
03 / The results
What changed
The retailer absorbed a doubling of orders without adding support staff.
Two-thirds of tickets now resolve instantly, response time fell 42%, and the inventory fixes removed a whole class of complaints. Agents moved to the complex, high-value conversations that actually need a person.
- 65%
- tickets fully auto-resolved
- −42%
- average response time
- 2x orders
- handled by the same team
“We doubled orders and our support team got smaller workloads, not bigger ones.”
Head of Operations, online retailer
04 / The stack
Built with, and what you own
The retailer owns the assistant configuration, the integrations, and the knowledge base. It runs on their helpdesk and accounts.
- AI Customer Service SolutionsDeliver exceptional customer experiences with AI that resolves issues faster and keeps customers happier.
- AI Inventory ManagementOptimize stock levels, predict demand, and eliminate waste with intelligent inventory automation.
- AI Chatbots & Virtual AssistantsIntelligent chatbots that handle customer inquiries, book appointments, and drive sales 24/7.
05 / FAQs
Questions about this build
What happens to complex tickets?
They escalate to a human with full context. Automation handles the repetitive majority so agents can focus on the rest.
Which platforms do you support?
We integrate with the common commerce, helpdesk, and inventory tools and move data cleanly between them.
06 / More
Other builds
Want a result like this for your team?
Name the work that is costing you the most time. We will map the build, show what is worth doing first, and what it costs. If there is no fit, we will say so.