Capz Australia, a leading e-commerce retailer of licensed sports headwear, faced challenges in scaling their customer service and marketing efforts. We introduced AI agents to handle customer inquiries, automatically track orders, and manage returns through Shopify. Additionally, we automated their social media content creation and ad spend optimization, resulting in more efficient and engaging customer interactions.
Project Goals
- Automate customer service responses and issue resolution
- Reduce manual workload on the customer service team
- Provide real-time order tracking and issue management via AI
- Automate social media content generation and ad spend optimization
- Enhance overall customer engagement and satisfaction
Key Features
- AI agents responding to customer service emails and resolving issues autonomously
- Real-time order tracking and updates through integration with shipping carriers like Australia Post
- Automated returns and exchanges managed directly in Shopify’s backend
- AI-generated social media content and ad spend optimization on platforms like Meta, TikTok, and Instagram
Unique Aspects
- AI handling not just responses but also action steps like lodging inquiries with carriers for missing items
- Seamless automation of returns and exchanges without human intervention
- AI-driven social media strategy boosting engagement and ad performance
- Comprehensive improvement across both customer service and marketing functions
Results
- Reduced customer service response times by over 50%
- Improved customer satisfaction due to faster and more accurate issue resolution
- Increased social media engagement and ad ROI through AI-optimized content and spending
- Significant operational efficiency gains, freeing up human staff for higher-value tasks
- Overall enhancement of the customer experience and brand presence online
By leveraging AI for both customer service and marketing automation, we helped Capz Australia become more responsive to customer needs while also amplifying their social media impact. The result was a streamlined operation that delivered better customer experiences and more effective marketing.
