A US-based e-commerce brand with 10,000+ monthly support messages was burning out their team. After deploying Evynta's WhatsApp AI Bot, 85% of queries resolved automatically and support costs dropped 60% in 21 days.
The brand was processing 10,000+ customer support messages per month across WhatsApp, email and Instagram DMs. Their 8-person support team was overwhelmed with repetitive queries order tracking (45%), return requests (25%), product questions (20%) and delivery issues (10%). Average response time was 4.5 hours, leading to negative reviews and customer churn. Hiring more agents wasn't viable they needed intelligent automation that could handle the volume and integrate with Shopify.
Evynta built a multi-channel WhatsApp AI Bot integrated with Shopify, their shipping provider (ShipBob) and their returns portal (Loop Returns). The agent handles order status queries in real time by pulling live Shopify data, initiates return requests and sends return labels automatically, answers product FAQs from a trained knowledge base, handles delivery exception queries by checking tracking APIs and escalates complex cases to human agents with full conversation context. The bot was deployed on WhatsApp, web chat and Instagram DMs simultaneously.
"We were drowning in 10,000 support messages per month and our team was burning out. Evynta's WhatsApp AI Bot now handles 85% of everything automatically order tracking, returns, product questions all in real time. Our support costs dropped 60% and our CSAT scores are the best they have ever been."
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