Flux Customer Support
The Client
A growing e-commerce business with a small customer service team. As sales grew, so did the volume of support tickets, making it difficult to keep up with customer inquiries.
The Challenge
The support team was overwhelmed with a mix of simple and complex inquiries, leading to long response times and a backlog of tickets. There was no system to prioritize urgent issues or to provide instant answers to common questions.
How we solved it?
We built a multi-step workflow that acts as an intelligent triage system. Using **n8n** and an intelligent **AI**, the workflow analyzes, categorizes, and routes every incoming request to the right team or agent, while also handling simple queries automatically.
The workflow we built:
-
AI Analyzes Request
The AI reads the content of each incoming support ticket to determine the customer’s intent (e.g., `Shipping Issue`, `Product Inquiry`, `Refund Request`).
-
Automated Triage & Routing
The workflow instantly routes tickets to the correct department (e.g., shipping issues go to logistics, product inquiries go to sales). Urgent requests are flagged for immediate attention.
-
Intelligent Instant Responses
For common issues like “Where is my order?”, the workflow automatically provides tracking information and a link to the order page, resolving the request instantly without human intervention.
The Results
-
80% Reduction in Response Time
The average time to first response for a customer inquiry dropped from 4 hours to less than 30 minutes, drastically improving customer satisfaction.
-
40% Reduction in Support Tickets
By automatically resolving common issues, the number of tickets requiring human intervention was significantly reduced, freeing up the team to focus on complex problems.
-
Improved Customer Satisfaction
Faster, more accurate responses led to a noticeable increase in positive customer feedback and overall satisfaction scores.
Ready to build a world-class support team?
Contact us to streamline your customer support and boost satisfaction.