3-minute read
A fast-growing online retail brand specializing in home and lifestyle products found itself in a familiar jam. While sales were rising, so were the support tickets. Customers flooded the inbox with routine questions — “Where’s my order?”, “How do I return this?”, “Is this product available in my size?” — and during sales campaigns, things got worse. Live chat queues ballooned, response times lagged, and customer frustration boiled over.
The brand didn’t want to sacrifice their growth momentum, but hiring and training more agents for repetitive questions felt inefficient. They needed a smarter, scalable way to handle high volumes — without compromising the experience.
Biggest Pain Point
Cart abandonment and overloaded support. Customers left without answers, and agents couldn’t keep up with the demand.
Before Fidor.AI
- Overwhelmed agents were stuck answering repetitive queries
- Order status and return requests caused major delays
- Customers often left mid-checkout due to unanswered product questions
- Sales campaigns caused major live chat backlogs
The customer experience was suffering. Simple tasks were becoming time-consuming, and the team was stretched thin. Even loyal buyers were starting to look elsewhere.
What Fidor.AI Did
Fidor.AI built a smart AI support assistant that worked around the clock, across every touchpoint.
- It answered product-related questions instantly, so customers could confidently complete purchases.
- It tracked orders in real-time and shared shipping updates directly with the buyer.
- It handled returns, refunds, and store policy queries without any human intervention.
- It integrated directly with the ecommerce platform for fast, accurate responses every time.
All of this worked seamlessly in the background — no downloads, no apps, just simple, smooth conversations.
After Fidor.AI
- Live agent tickets dropped by 48%, freeing up team bandwidth
- Customers received instant answers, even during 3x traffic surges
- Return and product queries were resolved 2x faster
- Support teams focused on VIPs and complex issues, boosting satisfaction by 27%
The Outcome
Instead of drowning in support tickets, the brand delivered a faster, more delightful experience — without hiring extra staff. Fidor.AI helped reduce friction in the buying journey, brought down cart abandonment, and gave the team space to focus on what mattered most: growing the business and keeping their top customers happy.
