- Procurement
- Sales & Marketing
- Chatbots
- Time Sensitive Networking
- System Integration
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.
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.
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.
Case Study missing?
Start adding your own!
Register with your work email and create a new case study profile for your business.