Achieved Key Result
30min → 4min
resolution time fastened
AI Support That Streamlined High-Volume Requests and Reduced Costs for an E-Commerce Brand
See how AI integration with order management and Zendesk channels helped an e-commerce business handle order tracking, cancellations, real-time updates, and feedback analysis efficiently.
Achieved Key Result
30min → 4min
resolution time fastened
Country:
USA
Industry:
E-Commerce
Integration time:
1.5 months
Support Team:
21 agents
Support Setup:
Zendesk Suite
The Client’s Profile
A US-based ecommerce marketplace specializing in personalized home goods and gifts, handling approximately 16,000 monthly support inquiries across email, chat, and social media. The 21-agent support team worked under constant pressure, as slow responses directly impacted revenue. To stay competitive, reduce agent burnout, and improve customer satisfaction, the company turned to AI in ecommerce to automate repetitive order-related inquiries and accelerate response time.
🤔 Challenge
Support volume grew rapidly, with nearly 60% of inquiries tied to repetitive order-related questions that continued despite detailed Zendesk Guide articles, leading to slow responses, high turnover, and heavy manual workload. The company also required strict GDPR compliance and data isolation, while Zendesk’s built-in AI failed due to hallucinations. On top of that, feedback analysis was fully manual, with agents tagging tickets and team leads spending hours compiling monthly reports.
🏆 Goal
The company aimed to introduce AI in ecommerce support to automate 40–50% of routine order-related inquiries, cut average resolution time from 30 minutes to just a few minutes, ensure strict GDPR compliance with full data isolation, automate feedback tagging and reporting, and ultimately improve customer satisfaction while reducing operational costs.
💡 Solution
CoSupport AI deployed a multi-layer support ecosystem that combined an autonomous AI Agent for resolving repetitive order inquiries and processing real-time updates, an AI Assistant that generated accurate reply suggestions within Zendesk, and AI Business Intelligence that automated tagging, categorization, and customer feedback analysis. Supported by ISO 27001 and GDPR-compliant security, dedicated servers, and full data anonymization, this unified solution enabled the company to automate support at scale while preserving accuracy, security, and brand consistency.
🔗 Integration
CoSupport AI connected directly to Zendesk Suite and the marketplace’s internal Order Management System, enabling real-time order tracking, instant order modifications, AI-driven routing of complex inquiries, automated feedback analysis, and faster internal workflows. This seamless integration improved accuracy, eliminated hallucinations, and ensured full GDPR-compliant data security throughout the support process.
🚀 Achieved Key Results
- 74% iof inquiries automated.
- Resolution time reduced 30min → 4min.
- $7,000 saved monthly.
- Real-time customer feedback insights.
Client’s Feedback
“CoSupport AI is the ultimate solution. It tackled our challenges with repetitive questions and messy feedback tracking. Beyond improving customer satisfaction and internal processes, the best part is—thousands of dollars saved every month.”
Director of Customer Care