How a leading e-commerce platform achieved 250% ROI increase and 90% automated query resolution while improving customer satisfaction
TechCorp, a rapidly growing e-commerce platform with over 500,000 monthly customers, was struggling to scale their customer support operations. With order volumes increasing by 300% year-over-year, their support team was overwhelmed with repetitive inquiries about order status, returns, and product information.
By implementing SMS-iT's Agentic AI platform, TechCorp transformed their customer support strategy, achieving remarkable efficiency gains while maintaining high customer satisfaction. The AI-powered system now handles 90% of customer inquiries automatically, allowing human agents to focus on complex issues and strategic customer relationships.
"The AI agents handle 90% of customer inquiries automatically, allowing our team to focus on complex issues and strategic growth. It's been a game-changer for our business."
TechCorp faced significant customer support challenges that were impacting growth and customer satisfaction
Receiving over 5,000 customer inquiries daily across multiple channels, with 80% being repetitive questions about orders, shipping, and returns.
Average response time of 24-48 hours during peak seasons, leading to frustrated customers and negative reviews.
Unable to hire and train support staff fast enough to keep up with business growth, leading to burnout and high turnover.
Varying response quality across different agents and channels, resulting in inconsistent customer experiences.
Support costs growing faster than revenue, with each new hire requiring extensive training and ongoing management.
Managing customer inquiries across email, chat, social media, and phone with no unified system or consistent responses.
A comprehensive AI-powered customer support system designed specifically for e-commerce operations
AI instantly retrieves and provides order status, shipping information, and delivery updates across all customer touchpoints.
Streamlined return and refund process with AI handling eligibility checks, return label generation, and status updates.
Comprehensive product knowledge base with AI providing detailed specifications, compatibility, and recommendations.
Intelligent routing of complex issues to appropriate human agents with full context and conversation history.
Measurable improvements across all customer support metrics within 3 months
Return on investment increased dramatically through reduced support costs and improved customer lifetime value.
AI agents successfully resolve 90% of customer inquiries without human intervention.
Average response time reduced from 24-48 hours to under 30 seconds for automated responses.
Customer satisfaction scores improved from 78% to 94% due to faster, more accurate support.
Support operational costs reduced by 65% while handling 3x more customer inquiries.
Support team satisfaction improved as they focus on complex, meaningful customer interactions.
See how SMS-iT's Agentic AI can help your e-commerce business achieve similar results. Schedule a personalized demo to explore the possibilities.