Company Background:

MoscowTrendz is an online fashion retailer based in Moscow, Russia, selling trendy clothing and accessories. With a growing customer base, their small support team was overwhelmed by repetitive inquiries about shipping, returns, and product details.

Challenge:

The company’s support team of five handled over 200 daily WhatsApp messages, leading to delayed responses and frustrated customers. New shoppers also needed detailed product info, slowing down the sales process.

Our Solution:

We implemented a comprehensive WhatsApp customer support AI system that: Answers common questions about package tracking, shipping times, and returns in Russian using natural language processing. Provides product insights for new customers (e.g., sizing charts, material details) and answers pre-sales questions. Automatically sends contextual multimedia (images of products, links to the store, PDFs of return policies) based on the conversation. Escalates complex issues to human agents when needed.

Results:

Employee Workload Cut: The AI handled 70% of inquiries (140 messages/day), reducing the support team’s workload by 28 hours/week collectively.

Money Saved: By automating responses, MoscowTrendz avoided hiring two additional support staff, saving €1,800/month in salaries.

Revenue Boost: Improved response times led to a 15% increase in customer satisfaction and a 10% uptick in repeat purchases, adding €3,000/month to revenue.

Testimonial:
“Our customers love the fast replies, and my team can finally breathe. The AI feels like an extra employee who never sleeps!” – Olga Petrova, CEO