ShopDirect
E-commerce • 50,000+ orders/month
45% support ticket reduction with AI-first customer service
A fast-growing e-commerce brand scales support without scaling headcount, while improving customer satisfaction scores.
45%
Reduction in tickets
3.2s
Average response time
$156K
Annual savings
4.6/5
CSAT score
The Challenge
The scaling problem
ShopDirect grew from 5,000 to 50,000 monthly orders in just two years. Their support team tried to keep pace, but hiring and training fast enough was impossible.
The breaking point came during Black Friday. Response times ballooned to 8+ hours, CSAT scores dropped to 2.9, and they lost an estimated $45,000 in abandoned carts from frustrated customers who couldn't get answers.
The math didn't work: Every 10,000 new orders required 2 more support agents. At their growth rate, they'd need 25+ agents by next year—unsustainable for their margins.
The Solution
AI that knows your orders
ShopDirect deployed Muum AI's Chatbot with deep Shopify integration. The AI has real-time access to order data, tracking information, and product details—answering most questions without human involvement.
Order Tracking
“Where's my order?” answered instantly with real-time carrier data. Proactive notifications for delays.
Returns Processing
AI generates return labels, initiates refunds for eligible orders, and handles exchange requests automatically.
Product Recommendations
Pre-purchase questions answered with product knowledge. AI suggests alternatives and upsells when appropriate.
Smart Escalation
Complex issues automatically routed to the right agent with full context. No customer repeats their story.
AI resolution rates by category
Percentage of queries resolved without human intervention
Order Status
89%of order tracking queries resolved by AI
Returns & Exchanges
67%of return requests processed automatically
Product Questions
78%of product queries answered from catalog
Shipping Updates
94%of shipping queries handled instantly
Before vs. After
Support metrics transformation
Before Muum AI
After Muum AI
Implementation timeline
Live in 3 weeks with full Shopify integration
Shopify Integration
Connected order data, tracking info, and product catalog to AI
FAQ Training
AI learned from 10,000+ historical support tickets and resolutions
Workflow Automation
Built automated flows for returns, exchanges, and order modifications
Black Friday used to be a nightmare for our support team. Last year, AI handled 73% of incoming queries without human help. Our team focused on complex issues while customers got instant answers. Best investment we've made.
Amanda Chen
Head of Customer Experience, ShopDirect
Key results
Including Black Friday performance
45%
Reduction in tickets
AI resolves common questions without human intervention
3.2s
Average response time
Down from 2.5 hours during peak times
$156K
Annual savings
Reduced support team from 12 to 7 agents
4.6/5
CSAT score
Up from 3.8/5 with faster resolution
Ready to scale support without scaling costs?
See how much you could save with AI-powered customer service.