Smart Deflection,
Smarter Support
How eCatering Scaled
Email
Support with AI
The Client’s Profile
The Client’s Profile
eCatering is a UK-based online supplier of catering equipment, serving restaurants, cafés, and commercial kitchens with high-quality products at competitive prices.
Country:
United Kingdom
Industry:
E-commerce /
Catering Equipment
Support Team:
5 agents
Support Setup:
Freshdesk
Support Channels:
Email
Ticket Volume:
~500 tickets/month
Challenge
The eCatering support team faced a steady stream of repetitive inquiries, especially about product details, order statuses, and shipping updates. This repetitive workload was becoming a bottleneck for scaling support quality and efficiency.
Goal
The goal was to deflect recurring product- and order-related inquiries about shipping policies, product specs, and order updates by resolving them fully with AI. For complex tickets, they expected AI to collect key context before escalation so that agents step in with relevant details at hand.
Solution
The team launched CoCustomer for Freshdesk Emails to automatically respond to common product and order-related email inquiries. The AI agent was trained on the content from the website, internal FAQ documents, and past support tickets.
Integration
CoSupport AI was seamlessly embedded into the Freshdesk email flow, requiring no changes to the existing setup. The integration was completed in less than an hour, allowing the AI agent to begin handling incoming support tickets immediately.
Achieved Results
Achieved Results
50% Resolution Rate
The AI fully resolved half of all incoming tickets and gathered key context before escalating the rest to agents.
23 minutes Resolution Time
Ticket resolution now takes less than 30 minutes.
No disruption to Freshdesk workflows
Flawless integration — no disruption to workflows or agent experience.
Client’s feedback
Client’s feedback
Our customers love the instant, high-quality responses. I have been impressed with CoSupport's professional and helpful attitude towards implementation and helping us reach our goals.
Chris J.
Customer Success Manager, eCatering
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