How Laflore Achieved “Mind-Blowing” Results by Automating 43% of Support Volume with AI

Laflore, a brand known for its elegant, sustainable fashion accessories, faced the challenge of scaling customer support during peak shopping seasons like Black Friday Cyber Monday (BFCM) and Christmas. With inquiries about pre-sales, order statuses (WISMO), and returns flooding in, Laflore needed a solution to handle the increasing support volume without compromising on quality.

Challenges

During high-demand periods, Laflore's support team struggled to maintain swift response times and high customer satisfaction. Key challenges included:

• Managing a surge in pre-sale and WISMO queries.
• Reducing return-related ticket backlogs.
• Avoiding the need to hire additional seasonal staff while keeping support seamless.

Solution

Laflore deployed our AI-powered support agent, seamlessly integrated with Gorgias, Shopify, Loop Return, and Aftership. The AI agent efficiently managed 43% of all support tickets, allowing the team to focus on complex or high-value customer interactions.

By automating routine queries and optimizing response workflows, Laflore achieved faster response times and significantly improved customer satisfaction. The AI agent also helped proactively address common issues, keeping customers informed and reducing frustration.

Results

• 43% Support Volume Handled by AI: The AI system managed nearly half of Laflore’s support tickets, reducing the load on human agents.
• 4.86/5 CSAT: Customer satisfaction remained consistently high, reflecting the quality of AI-driven responses.
• 96% Faster First Response Time During BFCM 2024: First response time dropped from nine minutes to just 22 seconds.
• Avoided 2+ Seasonal Hires: Despite the surge in inquiries during BFCM and Christmas, Laflore maintained efficiency without hiring extra staff.

"You have to give a little bit to gain a lot. It requires commitment, but the returns you gain are mind-blowingly valuable."

By embracing AI-driven customer support, Laflore turned a seasonal challenge into an opportunity, achieving faster response times, higher CSAT scores, and significant operational savings.

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