E-Commerce case study — 78% tickets resolved by AI

E-Commerce · DTC skincare brand

£11.6k/month recovered and 78% of support tickets resolved by AI

Cart recovery across email, SMS, and WhatsApp, an AI pre-sales assistant, and a support agent that takes action in Shopify.

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£11.6k

Recovered / month

78%

AI-resolved tickets

4.8/5

CSAT

Systems used

Timeline

4 weeks

✦The challenge

Where the time and money were leaking

Support was two people and a shared inbox drowning in 'where is my order?'. Abandoned carts got one generic email. Nobody could say which campaigns produced customers who reordered.

✦What we built

1
Built multi-step cart and browse recovery with conversational replies on WhatsApp, including product-fit answers and one-tap checkout links.
2
Deployed an AI support agent with Shopify actions — order lookup, address changes, returns — and escalation for reactions or complaints.
3
Unified Meta, Google, Klaviyo, and Shopify data into a contribution-margin and 60-day LTV dashboard by campaign.

✦The outcome

£11.6k/month recovered revenue from cart and browse flows
78% of tickets resolved without a human; first response under 10 seconds
CSAT held at 4.8/5 through peak season with the same two-person team
Ad budget reallocated to the campaign with 60% higher 60-day LTV

“Support stopped being the bottleneck on growth. We scaled Q4 spend without hiring.”

FounderDTC skincare brand

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