How to Save $7,000 Monthly Using AI in Ecommerce Business
Discover how CoSupport AI transformed customer support with innovative AI use cases in ecommerce, saving $7,000 monthly and improving efficiency.
The Client’s Profile
A US online marketplace specializing in personalized home goods and gifts, handling approximately 16,000 customer inquiries 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 challenges 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:
1.5 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 question, 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 request daily, which sum up to around 60% of 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 prioritized GDPR compliance and data isolation, as they planned to enter the EU market in 2025. CoSupport 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 analyzes.
CoSupport 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.
Implementation
Solutions and Features
Through the integration process, CoSupport AI demonstrated diverse AI use cases in ecommerce, including real-time access to the company's in-house Order Management System to provide customers with accurate order information and enable fast order modifications.
- Automated the resolution process for repetitive order-related inquiries like “When will my package be delivered?”, “I want to cancel my order”, etc.
- Integrated with Zendesk Chat widget and ticketing system.
Implementation
Information Security
ISO 27001 & GDPR
Ensures the highest standards of data protection and privacy.
Dedicated Servers
"1 client = 1 server" policy ensures complete data isolation.
Data Anonymization
Anonymizes sensitive data before AI training to maintain confidentiality.
Data Encryption
Encrypts all client data in transit and at rest to prevent unauthorized access.
Data Hosting Options
Offers secure cloud hosting or on-premises solutions for enhanced control.
After 1 month of integration
CoSupport AI solutions delivered significant improvements in key performance indicators
By leveraging the power of AI in ecommerce business, the company was able to streamline customer support operations and achieve remarkable efficiency gains. These advancements include:
Delivered savings of approximately $7,000 monthly for every 16,000 support requests, optimizing the client’s budget.
5 seconds are required now to get insights on the customer feature requests, feedback and complaints.
Achieved a 68%↑ reduction in ticket resolution time, improving customer satisfaction.
With help of our solution, client could automate 74% of routine inquiries, reducing agent workload.
Client’s feedback
“CoSupport AI is the ultimate solution. It tackled our challenges with repetitive questions and messy feedback tracking. While internal processes and customer satisfaction were improved, cherry on top — thousands of saved $ every month.”
Director of Customer Care
Summary and Next Steps
By implementing the all-in-one CoSupport AI package, the company streamlined its support operations, automated routine inquiries, simplified feedback tracking, and efficiently handled complex customer requests, resulting in smoother workflows, improved team productivity, and significant cost savings. The tailored Custom AI Model met the company’s unique requirements, while compliance with ISO 27001 and GDPR standards ensured readiness for European market expansion.
