Two bots that resolved 70% of support requests
CLIENT'S TASK
After the store launched, customers started flooding the team with the same questions: shipping, returns, size charts. Support couldn't keep up — the load needed to come down without losing communication quality with buyers.
WHAT WAS DONE
—Built a knowledge base of common questions and automated answers in an FAQ bot
—Launched a support bot for edge cases with handoff to an operator
—Took load off the team — a human steps in only where actually needed
STACK
Two Telegram bots: FAQ and full customer support
RESULT IN NUMBERS
70%
of requests closed by the FAQ bot with no human
24/7
support availability with no extra hires
2
bots: for routine and non-standard questions