How a leading online retailer reduced support costs by 60% while improving customer satisfaction
A fast-growing e-commerce company was struggling to keep up with increasing customer support volume. Their support team was overwhelmed with repetitive questions about order status, returns, and product information.
They implemented DialogFlow to automate responses to common customer inquiries, allowing their support team to focus on complex issues that require human attention.
Created conversational flows for order tracking, returns, and product FAQs
Integrated with their e-commerce platform and order management system
Deployed the chatbot across website, mobile app, and WhatsApp
Set up intelligent routing to escalate complex issues to human agents
Monitored performance and continuously optimized based on analytics
60%
Support Cost Reduction
Lower operating costs
< 30s
Response Time
Average response time
75%
Automation Rate
Tickets handled automatically
+35%
Customer Satisfaction
CSAT score improvement
10K+
Support Volume
Conversations/month
450%
ROI
First-year return
“DialogFlow transformed our customer support. We're now handling 3x the volume with the same team size, and our customers are happier than ever. The ROI was clear within the first month.”
Sarah Chen
Head of Customer Experience, TrendStyle Fashion
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