SupportIQ
An e-commerce brand was drowning in support tickets with 6-hour response times. We built an AI agent that handles order tracking, returns, and common questions 24/7. It now resolves 78% of all tickets on its own, and the team went from 3 agents to 1.
The Problem
An e-commerce brand with 500+ daily orders was drowning in support tickets. The team handled the same questions repeatedly: “Where is my order?”, “How do I return this?”, “Do you ship to my country?” Three full-time agents couldn’t keep up. Response times averaged 6 hours, and CSAT scores were slipping.
What We Built
SupportIQ is an AI agent that handles frontline customer support across website chat and email, 24 hours a day.
Key Features
- Order Intelligence: connected to Shopify, it pulls real-time order status, tracking info, and delivery estimates. Customers get instant answers without an agent looking anything up.
- Return and Exchange Handling: walks customers through the return process, generates labels, processes refunds, and updates the order, all without human input.
- Knowledge Base Integration: trained on 200+ FAQ articles, product guides, and shipping policies. Answers are specific and accurate, not generic chatbot responses.
- Smart Escalation: recognizes when a conversation needs a human: frustrated tone, complex product issues, or VIP customers. Routes to the right agent with full context.
- Email Triage: incoming support emails are classified, prioritized, and either auto-responded or queued for human review with a drafted reply.
- Multilingual: responds in Dutch, French, English, and German based on the customer’s language.
Results
78% of all support tickets resolved without human touch. Average response time dropped from 6 hours to under 5 seconds. The team went from 3 full-time agents to 1, handling the same volume. Customer satisfaction scores improved from 3.8 to 4.6 out of 5.
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