Introduction
Running an e-commerce business is no easy feat (trust us, the Bakery E-commerce team will tell you!). With an influx of customer inquiries and an overwhelming number of repetitive questions, it's easy for response times to fall behind — especially during peak sales periods.
The result? A dip in customer satisfaction and missed sales opportunities.
But Bakery E-commerce isn’t letting this challenge hold them back. They decided to prioritize customer experience by leveraging AI to streamline their customer service efforts.
Enter AeroChat.
“We were drowning in customer inquiries during high-traffic periods, and our response times were suffering,” says Bakery E-commerce's Operations Lead. “With AeroChat, we’ve not only reduced response times but have also seen a direct impact on our sales.”
Let’s take a look at how AeroChat helped Bakery E-commerce tackle their customer service challenges and grow their business.
What is Bakery E-commerce?
Bakery E-commerce is a mid-sized online retail company specializing in lifestyle products. However, as their business grew, so did their customer service challenges.
The Customer Service Challenge
As Bakery E-commerce continued to expand, they faced several roadblocks in maintaining a seamless customer experience. The team found it increasingly difficult to keep up with the growing number of customer inquiries, especially during sales events.
The biggest challenges included:
High response times: Average response times stretched to 15 minutes, frustrating customers and causing a dip in satisfaction.
Repetitive inquiries: Customers frequently asked the same questions about order tracking, product availability, and shipping information.
Overwhelmed support staff: The team struggled to manage incoming queries efficiently, which negatively impacted their ability to address more complex customer needs.
With customers expecting quick and accurate responses, Bakery E-commerce needed a way to streamline its customer service without overburdening its support team.
This is where AeroChat came in.
How Does Bakery E-commerce Use AeroChat?
Automating Customer Service
By deploying AeroChat, an AI-powered chatbot, across their website, Facebook, and WhatsApp, Bakery E-commerce automated responses to frequently asked questions. AeroChat handled inquiries related to:
Order tracking
Product availability
Shipping details
The chatbot also went beyond basic inquiries, offering personalized product recommendations based on customers' browsing history and preferences. This not only improved customer engagement but also helped drive sales conversions.
“AeroChat has been a game-changer for us,” says the Operations Lead. “It’s like having an extra team member available 24/7 to assist our customers.”
Personalized Product Recommendations
AeroChat wasn’t just about providing customer support — it also became a valuable sales tool. By analyzing customers' past purchases and browsing behaviors, AeroChat offered personalized product recommendations in real-time.
This tailored shopping experience encouraged customers to explore more options and make purchases they might not have considered otherwise.
“I love that AeroChat can instantly suggest products that fit what a customer is looking for. It’s led to a noticeable bump in conversions,” adds the Operations Lead.
The Results: Transforming Customer Experience and Driving Growth
By integrating AeroChat, Bakery E-commerce saw significant improvements in both their customer service and overall business performance. Here’s a breakdown of the key results:
90% Reduction in Response Time
Before AeroChat, the average response time for customer queries was a frustrating 15 minutes — especially during peak periods. After integrating AeroChat, response times dropped to under 3 minutes. This immediate support helped improve the customer experience and ensured customers got the answers they needed quickly.
60% Increase in Resolved Inquiries
AeroChat successfully handled 60% of all customer inquiries, resolving common questions automatically. This allowed the support team to focus their efforts on more complex issues, leading to a more efficient allocation of resources.
4.7% Boost in Sales Conversions
Through personalized product recommendations and 24/7 availability, AeroChat contributed to a 4.7% increase in sales conversions. Customers were more likely to make purchases after interacting with AeroChat’s suggestions, leading to a positive impact on the company’s bottom line.
35% Cost Savings on Customer Support
By automating routine inquiries, Bakery E-commerce reduced its customer service costs by 35%. Fewer human agents were needed to manage the influx of queries, freeing up resources to focus on other growth areas within the business.
Enhanced Customer Satisfaction
With AeroChat handling most inquiries, customers reported higher satisfaction levels, with 70% stating that they received the help they needed and believed they were communicating with a human agent. This seamless experience helped Bakery E-commerce maintain strong relationships with its customers.
Ready to Transform Your Customer Experience?
Bakery E-commerce’s decision to integrate AeroChat has proven to be a smart investment.
By automating customer support and offering personalized product recommendations, the company has improved customer satisfaction, increased conversions, and saved on support costs — all while preparing for future growth.