Fashion Forward
How a Shopify Store Reduced Support Costs by 45% with AI Automation
A fast-growing fashion brand automated 70% of support queries and reduced response time from 4 hours to under 5 minutes using Convo AI.
Cost Reduction
Response Time
Automation Rate
CSAT Score
The Challenges
With 500+ orders daily, the team was overwhelmed by 'Where is my order?' and sizing questions. Agents spent 60% of their time on queries that could be automated.
Average response time was 4+ hours during peak seasons. Customers were frustrated, leading to cart abandonment and negative reviews.
WhatsApp, Instagram, website chat, and email were managed separately. No unified view of customer conversations.
Agents couldn't see order history or previous conversations. Customers had to repeat themselves constantly.
The Solutions
Connected WhatsApp, Instagram DMs, website chat, and email into one Convo AI inbox. Agents now see all conversations in one place with full customer context.
Integrated Shopify with Convo AI. AI chatbot automatically fetches order status and tracking info. 90% of 'Where is my order?' queries now resolved without human intervention.
Trained AI on product catalog including size guides, materials, and care instructions. Instant answers to sizing questions, reducing returns by 30%.
Automated abandoned cart messages via WhatsApp with product images and one-click checkout links. 25% cart recovery rate achieved.
Implementation
Week 1: Setup & Integration
Connected Shopify store, set up WhatsApp Business API, integrated Instagram and website chat. Configured Shopify sidebar to show order data in conversations.
Week 2: AI Training
Uploaded product catalog, FAQs, size guides, and return policies. Trained AI chatbot on common queries. Set up order tracking automation.
Week 3: Team Onboarding
Trained support team on Convo AI interface. Set up templates for common responses. Established escalation workflows.
Week 4: Optimization
Analyzed conversation logs, refined AI responses, added missed scenarios. Implemented WhatsApp cart recovery campaigns.
"Convo AI transformed our support operations. We went from drowning in queries to proactively helping customers. Our team now focuses on complex issues while AI handles the routine stuff. The ROI was evident within the first month."
Priya Sharma
Head of Customer Experience, Fashion Forward
Channels Used
Features Used
Lower than Intercom, Drift, Crisp
AI chatbot from ₹0/month + per conversation
More Success Stories
2x
Repeat Rate
-40%
Return Rate
HealthFirst Clinics
30 hrs/week
Time Saved
60%
Appointment Booking