The Client
UrbanStyle is a direct-to-consumer (DTC) fashion brand generating $10M in annual revenue. They are known for their trendy streetwear and loyal Gen Z following.
The Challenge: The Black Friday Nightmare
Every year, Black Friday was a nightmare for the support team. Order volume would spike by 10x, and the inbox would explode with thousands of "Where is my order?" (WISMO) tickets.
- Slow Response Times: During peak season, response times ballooned to 24-48 hours. In the world of fast fashion, that is an eternity.
- High Costs: The brand had to hire 10 temporary support agents every holiday, costing over $50,000 in wages and training.
- Low CSAT: Customers were angry about the wait times, leading to a drop in Customer Satisfaction (CSAT) scores.
The Head of CX said: "We were drowning. We couldn't hire fast enough, and the quality of support was suffering."
The Solution: Intelligent Automation
Aiotic implemented a custom AI Chatbot integrated with their Shopify store and Gorgias helpdesk.
1. Instant WISMO Resolution
We connected the AI to Shopify's API. When a customer asks, "Where is my order?", the AI asks for their email or order number, checks the real-time tracking status, and responds instantly: "Hi Sarah, your order #1234 is currently in transit and is expected to arrive on Friday via FedEx."
2. Automated Returns
Returns used to require a human to approve the request and generate a label. Now, the AI handles it. It checks if the item is eligible for return (within the 30-day window), asks the customer for the reason, and generates a prepaid shipping label instantly.
3. Personal Stylist
We didn't just automate support; we automated sales. The AI is trained on the product catalog. If a customer asks, "What goes well with these jeans?", the AI recommends matching tops and accessories, complete with "Add to Cart" links.
The Results
The system was deployed just in time for Black Friday. The results were record-breaking.
- Cost Savings: UrbanStyle did not hire a single temporary agent. The AI handled the volume of 10 humans. This saved them over $50,000 in one month.
- Speed: Average response time dropped from 24 hours to 2 seconds.
- Happiness: CSAT scores increased by 15 points because customers got instant answers.
"Our customers are happier, and our support team isn't drowning anymore. The AI handles the boring stuff, so my team can focus on VIP customers." — Jessica M., Head of CX
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