From Copy-Pasting Responses to 90% Automated Support.
A 6-person support team was copy-pasting answers from a Google Doc into WhatsApp all day. We unified their channels, automated the repetitive stuff, and let the team focus on the conversations that actually need a human.
What We Found
- warning 4,000+ monthly inquiries flooding WhatsApp, Instagram DMs, and email — no unified inbox
- warning Support agents copy-pasting from a shared Google Doc with 200+ canned responses
- warning 8-hour average response time. Customers re-asking on multiple channels because nobody answered
The Journey
One Inbox, One View
Unified WhatsApp, Instagram DMs, and email into a single inbox connected to their Shopify store. For the first time, agents could see a customer's order history right next to their message — no more switching between 4 tabs and a spreadsheet.
Automate the Repetitive
Built an automated response system that handles order status checks, return policies, and sizing questions in both Spanish and English. Not a generic chatbot — it pulls real order data from Shopify to give specific answers. "Your order #4521 shipped yesterday, here's the tracking link."
Smart Escalation
Added a decision layer that detects frustrated customers, high-value orders, and complex complaints — routing them instantly to a human agent with full context. The team went from answering everything to handling only the 10% that actually needs their judgment.
Results
Within 30 days, the automated system was resolving 90% of incoming inquiries. Response time went from 8 hours to under 30 seconds. The 6-person team wasn't replaced — they were redeployed to handle VIP accounts and complex product questions. Repeat purchases jumped 28% because customers finally got fast, accurate answers.
"We used to dread Sundays because nobody was answering and Monday was a disaster. Now customers get instant answers at 3am on a holiday and we don't even know about it until we check the dashboard."
90%
Inquiries Auto-Resolved
<30s
Avg. Response Time
+42%
Customer Satisfaction
+28%
Repeat Purchases
4,000+ monthly conversations across WhatsApp, Instagram, and email. Bilingual support running 24/7 without adding headcount.
Still Copy-Pasting Customer Responses?
Let's map out how to unify your channels and automate the 80% of inquiries that don't need a human. Free 20-minute call.