The Challenge
Online shoppers were getting stuck—questions about sizing, shipping, and returns clogged up support lines. Sales were slipping, and the support team was stretched thin. I remember a customer writing, 'I just want a quick answer, not a ticket number.' Leadership wanted to deliver instant, helpful answers without losing the personal touch, but hiring more agents wasn't an option.
Our Approach
We didn't want a chatbot that felt like a robot. We built a digital shopping buddy that could answer questions, guide shoppers, and even suggest products—24/7. The assistant learned from real conversations, picked up on intent, and could hand off to a human when things got tricky. We made sure it was friendly, fast, and always improving. Customers could chat on web, mobile, or even voice. The result? Support that felt personal, not robotic—and a sales team that could focus on closing, not troubleshooting.
The Implementation
We launched the assistant on the most-visited pages, then expanded to checkout and post-purchase. The first week, we watched every chat. When the AI got stumped, a real person jumped in. We kept a running list of 'weird questions' and updated the system daily. Some of the best ideas came from customers: 'Can it show me what's in stock in my size?' 'Can it remind me when my order ships?' We added those. Integration with CRM and order systems was key. As the assistant proved itself, we expanded its skills—product discovery, order tracking, and more.
The Results
Support response time dropped dramatically, and customers started leaving positive feedback about how 'human' the assistant felt. Sales attributed to the assistant grew steadily, and the support team finally had breathing room to focus on complex issues instead of being buried in repetitive questions.
