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Ada > Case Studies > Shapermint's AI-Powered Customer Service Boosts Sales and Engagement

Shapermint's AI-Powered Customer Service Boosts Sales and Engagement

Applicable Functions

Procurement
Sales & Marketing

Use Cases

Chatbots
Time Sensitive Networking

Services

System Integration

The Challenge

Shapermint, a leading ecommerce website for women's intimates, shapewear, and loungewear, faced a challenge in scaling its customer support operations to keep up with its rapid growth. The company recognized the potential of offering 24/7 live chat on their website to enhance customer experience and drive sales. However, they were concerned about their capacity to meet the demand for high-quality service in synchronous messaging. The challenge was to scale up their synchronous customer engagement without compromising on the quality of their industry-leading customer experience.

About The Customer

Shapermint is a popular ecommerce website that offers intimates, shapewear, and loungewear from 13 brands, including its own two in-house brands, Empetua and Truekind. The company has over 4 million customers worldwide, largely due to its advocacy for social causes and its commitment to providing best-in-class customer care. Shapermint is known for its body confidence and empowerment messaging, making it a go-to choice for many women.

The Solution

Shapermint partnered with Ada to introduce a no-code AI solution to their customer service operations. With the help of Ada's Automated Customer Experience (ACX) Consultant, Shapermint's non-technical customer service team designed and launched an AI-powered chatbot, Rachel Mint, in less than a month. The chatbot was integrated with Shapermint's tech stack, including Shopify for WISMO automation and Zendesk for seamless handoffs to human agents when necessary. Rachel Mint was positioned at the top of the support funnel, proactively engaging with website visitors, answering common pre-sales questions, and resolving post-purchase support inquiries. This automation-first approach allowed Shapermint to increase customer engagement and improve live agent CSAT while also increasing the percentage of sales facilitated by live agents.

Operational Impact

The introduction of Rachel Mint, the AI-powered chatbot, has significantly improved Shapermint's operational efficiency. The chatbot has been instrumental in driving engagement, reducing barriers to purchase, and saving time for agents by resolving support inquiries post-purchase. The seamless integration with Shopify and Zendesk has facilitated real-time order status updates and smooth handoffs to human agents when needed. The chatbot has also been successful in embodying Shapermint's positive attitude and helpful persona, providing personalized support at scale. As a result, Shapermint has been able to maintain a consistent message and brand voice across all brand interactions, even as communications have grown threefold due to the COVID-19 pandemic.

Quantitative Benefit

50% increase in sales made by live agents
15% increase in daily customer engagement
Average customer wait time for live chat reduced to less than 20 seconds

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