MegaMart Online
E-commerce Giant Handles 10x Volume During Sales with Same Team
India's leading online marketplace scaled to handle 10x support volume during sale events without hiring additional staff.
Volume Handled
Cost per Ticket
Resolution Time
Team Size
The Challenges
During sale events, support volume increased 10x overnight. Previous approach was hiring temp staff, expensive and quality suffered.
Different teams used different tools for email, chat, and social. No unified reporting. Inconsistent customer experience.
Agents handled only 40 conversations per day due to context switching between tools and manual order lookups.
During peaks, SLA compliance dropped to 60%. Customers waited hours for responses during sales.
The Solutions
Migrated all channels to Convo AI. Single interface for 200+ agents. Complete visibility for supervisors and management.
AI handles first response, collects information, resolves simple queries. Only complex issues reach human agents. 65% automation during peaks.
Deep integration with OMS, WMS, and payment systems. Full order context in sidebar. Agents resolve issues without switching systems.
Queries automatically routed based on type, language, and customer tier. VIP customers get priority routing to senior agents.
Implementation
Phase 1: Infrastructure
Set up enterprise infrastructure with SSO, role-based access, and compliance controls. Integrated with existing CRM and order systems.
Phase 2: Migration
Migrated channels in phases - email first, then chat, then social. Ensured zero downtime during migration.
Phase 3: AI Training
Trained AI on millions of historical conversations. Built automation for top 50 query types covering 80% of volume.
Phase 4: Optimization
Continuous optimization based on conversation analytics. Regular AI model updates. Agent coaching based on performance data.
"Our last Big Billion Day, we handled 10x our normal volume with the same team. Zero additional hiring. SLA compliance stayed at 95%. Convo AI's AI handled the surge while our agents focused on customers who really needed human help."
Rahul Gupta
VP Customer Experience, MegaMart Online
Channels Used
Features Used
Lower than Intercom, Drift, Crisp
AI chatbot from ₹0/month + per conversation
More Success Stories
45%
Cost Reduction
5 min
Response Time
2x
Repeat Rate
-40%
Return Rate