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Case Study
See how a fast-growing fashion brand transformed their customer support with AiKon.
Sustainable fashion DTC brand · Austin, TX
15K
orders/mo
12
person team
$8M
ARR
First response time
Resolution rate
Monthly support cost
Customer satisfaction
The Challenge
Velora was growing fast — 40% year-over-year revenue growth — but their support team wasn't keeping up. With 15,000 orders per month generating 800+ support tickets per week, the 4-person support team was overwhelmed.
First response times had ballooned to 45 minutes on average. During peak hours and weekends, customers waited even longer. CSAT scores dropped to 3.8 out of 5, and social media complaints were increasing.
The worst part: 60% of tickets were repetitive questions the team had answered hundreds of times before. "Where is my order?", "How do I start a return?", "Do you ship internationally?" — the same questions, over and over, consuming hours of agent time every day.
The Solution
Linked their Shopify store with OAuth. Products, orders, and customer data synced in under 2 minutes.
Dropped in their return policy PDF, shipping FAQ, size guide, and 15 most-asked questions. AI indexed everything for instant retrieval.
Set the tone to "warm and on-brand", added escalation keywords, and configured working hours for handoff to human agents.
Pasted a single script tag into their Shopify theme. The chat widget matched their brand colors automatically.
From first login to live customer conversations: 15 minutes. No engineering resources, no IT tickets, no training period.
Results
After connecting Shopify and uploading their knowledge base, AiKon immediately began handling order status, return initiation, and shipping questions without human involvement.
The support team went from handling 800+ tickets per week to under 250. Agents focused entirely on complex issues, VIP customers, and escalations.
Black Friday and holiday traffic tripled support volume. AiKon scaled automatically — no seasonal hires, no overtime, no degraded response times.
With two fewer full-time agents and dramatically fewer escalations, Velora projected $279K in annual savings while maintaining higher CSAT than before.
“We went from dreading Monday mornings to actually having bandwidth for proactive customer outreach. AiKon didn't just reduce our ticket volume — it gave our team time to do the work that matters.”
Sarah Chen
Head of CX at Velora
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