For eCommerce stores looking to improve their support performance with automation, here's one of our AI customer service examples.
When we partnered with a custom metal car wall art store, their goal was straightforward: automate support workflows and make them faster.
Challenges
The client had support agents handling emails and chats. But customers inquiring about their custom metal wall art were still waiting too long for replies, and some got no reply at all. The support just wasn't keeping up.
And so, the eCommerce brand turned to SupportYourApp integration team for help. Here's what we did.
Solution
To speed up responses and improve overall support performance, we implemented Gorgias's AI agent.
Configuring the AI Agent for Customer Support
Getting the AI agent right meant going beyond the default settings. We built it to reflect the brand, handle real scenarios, and know exactly when to step back.
The client defined the tone of voice. We used it to give the AI agent its character and drive every customer interaction.
We developed the workflows, mapping out:
- The cases when the AI could resolve the request without a handoff to a human agent. The client's goal was for the AI to handle the majority of queries.
- When it should reply and hand the conversation over to a human.
- The "no-go" territory for the AI agent. Most order management requests (returns and replacements) were configured to always route to the human team. Since the warehouse software wasn't integrated with Gorgias and Shopify, those had to stay with the human team.
We reviewed, restructured, and imported all necessary knowledge for the AI agent:
- Some content was set up as Q&As.
- Some worked as specific instructions for specific scenarios. For example, when a customer wanted to place an order for custom wall art, the AI agent would walk them through requirements, manufacturing details, delivery timelines, and costs.
Since Gorgias integrates deeply with Shopify stores, it can read the content of every product listing. So if a customer simply wrote I want a Model B car, the AI agent would scan through the entire stock and recommend the right product.
Post-Configuration Support
We put together several Gorgias guides as screen recordings, showing the team how to use Gorgias and which parts of the AI Agent to keep an eye on. Live sessions were the original plan. But limited availability and a language barrier with some team members made demo recordings the better fit for everyone.
Results
Here's where it gets good. Within just one month of going live, the AI agent was already pulling serious weight.
- 30% of all customer questions are now handled entirely by the AI agent, with no human involvement needed.
- For those conversations, resolution time dropped by 429%: from 29 minutes down to 5 minutes 30 seconds.
- Average first customer service response time across AI-handled tickets. A third of the support load, resolved faster than most customers expect a reply. Zero extra headcount.
Summary
This customer service automation case study is proof that the right tools, configured the right way, can genuinely move the needle for an eCommerce brand. SupportYourApp helped the client cut resolution time and bring average first response time down, by building and configuring Gorgias's AI agent from the ground up. From persona setup to workflow design, the results speak for themselves.
