The Client's Profile

A US online marketplace specialising in personalized home goods and gifts, handling approximately 16,000 customer inquires monthly across email, chat, and social media. Their 21-agent customer support team operates in a dynamic, high-pressure environment where swift responses directly influence order volume. To address these challanges and improve customer satisfaction for order-related queries, the company explored AI in ecommerce business, focusing on reducing response times to stay competitive in the market.

Country:
USA

Industry:
Ecommerce

Integration time:
2.5 months

Support Team:
21 agents

Support Setup:
Zendesk Suite

Case Overview

Order-Related Challenges and Opportunities with AI in Ecommerce

Customers were bombarding the support team with order-related questions, and canned responses assisted with handling the workload pretty well. However, as the business was growing, the ticket flow kept growing as well, along with the number of repetitive requests: “Where is my order?”, “I want to change the delivery address”, “Can I modify the order I just placed?”, “How do I track my package?” and “Can I update my payment method?”.

What is more, the turnover in the team was very high, because after less than a year of work, support agents were getting bored resolving repetitive requests daily, which sum up to around 60% of the total workload. They had invested more than 50 working hours creating detailed self-service help center articles and FAQs in Zendesk Guide to address these concerns. However, the initiative failed — the number of repetitive requests remained about the same. Hence, they started looking for other ways to overcome the issue, and conversational AI seemed promising.

When Security Is Non-Negotiable

The client prioritised GDPR compliance and data isolation, as they planned to enter the EU market in 2025. Nexer AI met both requirements by ensuring full GDPR compliance and implementing a strict “1 client = 1 server” policy for complete data isolation and privacy.

Hallucinating AI

Zendesk’s in-house AI solution, intended to reduce these issues, failed due to inaccuracies and hallucinations, causing an increase in the number of angry customers and a higher churn rate. Despite this setback, the company continued exploring AI solutions, as competitor AI bots demonstrated successful performance in handling customer inquiries.

Tag, Filter, Analyze

While exploring different options for streamlining customer support, the company found an array of tasks that AI could optimize and help them with. This included improving the customer feedback collection process, as the team relied on a labor-intensive process:

• The support team tagged such requests with the “feature request” tag;

• Then the team lead filtered conversations every month, going through all of them to make up a list of requested features for further analysis.

Nexer AI's Tasks

Automate Order Management

Provide real-time order status updates, enable customers to modify and cancel orders directly through AI.

Automate Customer Feedback Collection

Automatically tag, categorize, analyze, and generate the respective reports, eliminating manual processes.

Ensure Data Security

Protect sensitive customer and company data while meeting GDPR standards, allowing for seamless EU market entry.

Solutions and Features

AI Assistant

• Leverages past correspondence with customers from Zendesk to generate ready-to-go reply suggestions for support agents.

• Integrates with Zendesk workspace to provide suggestions directly in support tickets.

Marketing

• Dedicated AI model tailored to customer feedback analysis.

• Real-time access to all support tickets.

Nexer AI solutions delivered significant improvements in Key performance indicators

Delivered savings of approximately $7,000 monthly for every 16,000 support requests, optimizing the client’s budget.

By leveraging the power of AI in e-commerce business, the company was able to streamline customer support operations and achieve remarkable efficiency gains.
These advancements include:

Achieved a 68% reduction in ticket resolution time, improving customer satisfaction.

5 seconds are required now to get insights on customer feature requests, feedback, and complaints.

With the help of our solution, the client could automate 74% of routine inquiries, reducing agent workload.

Ready to save $7,000 for every 16,000 chats and emails handled by Nexer AI?

Schedule a free consultation with Nexer AI today to discover how we can help you achieve similar results to Softorino. Don't miss the opportunity to unlock the full potential of AI for your business.