E-commerce Brand Cuts Support Response Time by 91% with AI
From 6-hour email waits to 32-second instant answers
D2C apparel brand, 400 orders/day, 3-person team, UK
Shopify store AI chatbot handling order tracking and return โ 1200ร800px
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The Challenge
Thread & Co had 3 people: founder, designer, ops. Support inbox: 280 tickets/day, 70% WISMO (where is my order). Response time 6 hours, CSAT 3.2. Cart abandonment 71%, no recovery. Reviews 3% because no post-purchase flow. Returns manual: email โ label โ update sheet. Ops spent 3 hrs/day.
Our Approach
Integrated Shopify + AfterShip + Chatwoot + OpenAI. Chatbot knows real-time order status, handles WISMO instantly, initiates returns with label gen, recommends sizes from order history. Built post-purchase automation: delivered โ wait 5 days โ SMS review ask โ if no response โ email + 10% next order. Added high-value cart voice recovery: $100+ carts get VAPI call 20 min after abandon.
What We Built
Visual Showcase
How the system looks in production
Shopify chatbot showing order tracking lookup
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Type: Chat UI
Klaviyo review flow performance + Shopify metrics
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Type: Email flow
Support ticket deflection chart and CSAT improvement
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Type: Chart
Before / After
"We were drowning in 'where's my order?' Our team hates repetitive tickets. Now AI handles 53% and our CSAT went 3.2 to 4.7. We finally sleep."
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Want results like these?
From 6-hour email waits to 32-second instant answers โ your business could be next.