How We Automated 81% of E-commerce Support Requests
How an online retailer automated order enquiries, return requests and delivery updates while maintaining a consistent customer experience.
Industry
Company
Founded
Engagement
1.4M+
Customer requests processed
81%+
Requests automated
66%
Faster response time
35%
Fewer support tickets
The challenge
Support volume increased with every sales campaign
The company’s support team received thousands of repetitive enquiries about deliveries, returns, refunds and order changes. Agents had to search across the e-commerce platform, warehouse system and delivery portals before responding. During peak periods, customers waited several hours for simple updates.
Our approach
Automating common requests before complex cases
1
Analyse customer enquiries
Reviewed historical conversations and identified the highest-volume support categories.
2
Build service agents
Created AI agents to retrieve order information, answer common questions and initiate approved return workflows.
3
Connect customer systems
Integrated the agents with the store, logistics platform, CRM and customer-support tools.
Solution
An always-available commerce support system
The system understands each customer request, retrieves the relevant order details and provides an immediate response. It can send delivery updates, explain return policies and begin refund or replacement workflows. Complex cases are transferred to an agent with the full conversation and order summary.
The results
81%
Requests resolved automatically
Faster response time
Fewer incoming tickets
Higher customer satisfaction
"Our customers receive answers almost immediately, while our team can concentrate on the situations where personal support genuinely matters."
Marcus Okonkwo
Head of Customer Experience
Cartlane
Case studies
