64% of support chats closed without a hand-off
A support agent for a home-goods store that tracks orders, changes addresses and sends refunds to a person for sign-off.
64%
chats closed without hand-off
0%
→
64%
40 s
median first reply
9 h
→
40 s
−31 h
support hours per week
52 h
→
21 h
Illustrative case study for a fictional client. Figures show how this layout presents results; they are not real outcomes. Results vary.
The problem
Fennick & Oak sells furniture and home goods online across the EU. Three support agents were answering 1,400 messages a week, and two thirds were the same five questions: where is my order, can I change the address, how do returns work. Replies took nine hours on average, and weekend messages waited until Monday.
What we built
We built a support agent for web chat and email that reads the order and carrier status, answers tracking and returns questions, and drafts refunds and address changes for the ops team to approve in one click. Everything it can’t answer goes to a person with the conversation and what it already checked.
The workflow
Hover or focus a step. The amber step is where a person signs off.
Fennick & Oak · workflow (illustrative)
- A customer writes in about an order.
- The agent identifies the question and reads the order and the carrier scan.
- Tracking and policy answers go straight out; refunds and address changes need approval.
- The ops team sees the drafted refund with the order and approves or edits it.
- The customer gets the answer; the ticket is tagged and closed.
01
Before
Every message read and answered by hand
Refunds checked in three tools before replying
Weekend messages answered on Monday
02
After
Tracking, returns and policy questions answered in under a minute
Refunds and address changes drafted, then approved in Slack
People handle the 36% that need judgment
Trend after launch
Share of chats closed without hand-off, weeks after launch (illustrative)
Stack (named as text only)
Shopify, Gorgias, carrier tracking APIs, Slack, n8n, a hosted LLM chosen by eval (Anthropic and OpenAI models tested side by side)
"The agent handles the boring sixty percent. My team finally has time for the customers who actually need a person."
Clara Mendes
·
Head of Customer Experience, Fennick & Oak
· demo testimonial
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