E-commerce
·
2024-01-15
Voomie's customer service team was overwhelmed with 200+ daily inquiries about supplement dosages, ingredient interactions, and product recommendations. Manual responses were taking 3-4 hours per inquiry and response times averaged 8+ hours during peak periods.
Customer service team drowning in complex supplement inquiries
Voomie's customer service team was handling 200+ daily inquiries about dosages, ingredient interactions, product recommendations, and shipping questions. Each response required manual research through product documentation, taking 15-20 minutes per ticket. During busy periods, response times stretched to 8+ hours, frustrating customers and hurting conversion rates. The team needed 3 full-time agents just to keep up with basic inquiries.
AI Employee handling 80% of supplement questions instantly
Sweeny Studio built a specialized Customer Service AI Employee trained on Voomie's entire product catalog, dosage guidelines, ingredient database, and shipping policies. The AI Employee handles complex supplement questions instantly, provides personalized recommendations, manages order inquiries, and escalates only medical-grade questions to human agents with full context and suggested responses.
Team handles 3x more volume with same headcount
The AI Employee transformed Voomie's customer operations. Response times dropped from 8+ hours to under 5 minutes for 80% of inquiries. The customer service team now handles 3x more volume while focusing on complex cases and relationship building. Customer satisfaction scores increased 45% due to instant, accurate responses.
Behind the Scenes
When Voomie first reached out to Sweeny Studio, their Customer Success Manager was working weekends just to clear the support backlog. "I'd finish answering emails at 6 PM, then wake up to 50 more," she recalls. The team was considering hiring 2 more full-time agents, which would cost $120K annually.
The breaking point came during a product launch week. Response times hit 12+ hours, and angry customers were leaving reviews about poor support. The founder knew something had to change - fast.
The Discovery Process
Sweeny Studio spent a week analyzing Voomie's support tickets, identifying that 80% fell into predictable categories: dosage questions, ingredient concerns, shipping inquiries, and product recommendations. The team realized most responses were variations of the same core information, just personalized for each customer's situation.
Instead of hiring more people to do repetitive work, they proposed building an AI Employee that could handle these patterns instantly while maintaining the personal touch customers expected.
Building the AI Employee
The build process took 2 weeks. Sweeny Studio trained the AI on Voomie's entire knowledge base: product specifications, dosage charts, interaction warnings, shipping policies, and 6 months of successful support responses. They integrated it directly with Voomie's helpdesk and Shopify store.
The AI Employee went live on a Tuesday morning. By Thursday, 75% of incoming tickets were being resolved automatically. The human team could focus on complex medical questions and building customer relationships instead of copy-pasting dosage information.
What Changed
Three months later, Voomie's support operation is unrecognizable. Customers get instant answers to common questions. The human team handles strategic accounts and complex cases. Response times dropped from hours to minutes, and customer satisfaction scores hit all-time highs.
"We went from drowning in emails to having the best customer support in our industry," the founder notes. "And we never had to hire those additional agents."
Ready to hire your first AI Employee?
Stop drowning in repetitive customer service work. Join Voomie and hundreds of other e-commerce brands who've automated their customer support with AI Employees. Book a discovery call to see how much time you can save this quarter.
Free 30-minute consultation to map your current workflow and identify automation opportunities.