Long Table Homewares
·
E-commerce
Two in three emails answered before anyone logs in
[
0%
→
64%
]
emails answered without a person
Service
Support inbox triage
Weeks to live
4
Built with
Shopify · Gorgias · OpenAI · Slack
Client contact
Ollie Brennan
The workflow we built
Five steps, no hands, every time.
Live workflow
5 steps
01
Customer email arrives
Ran
02
Order looked up
Ran
03
Tracking reply drafted
Ran
04
Sent or handed to a person
Ran
05
Weekly gaps report
Ran
Where’s my order used to be half our inbox. Now it answers itself and we deal with the interesting stuff.
Ollie Brennan
·
Co-founder
Where they started
A team of four, 1,200 support emails a month, and most of them about delivery times and returns.
What we built
A triage step that reads each email, looks up the order, and answers status and returns questions from live data. Anything else goes to a person with the order attached.
What changed
64% of emails are answered with no human step. First reply time fell from 7 hours to 3 minutes. Refund requests are logged in one place instead of three.
More results
Other teams, other numbers.
[
31
→
4
h a week
]
office time spent on enquiries
Lantern Street Plumbing
·
Trades
Typeform · HubSpot · Twilio · Slack
Read the case study →
[
5
→
1
days to close
]
time to send month-end packs
Ledger Lane Accounting
·
Accounting
Xero · Google Sheets · Make · Slack
Read the case study →
[
18%
→
12%
]
missed appointments
Slow Hill Physio
·
Clinics
Cliniko · Twilio · OpenAI · Gmail
Read the case study →
Find your first ten hours a week.
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1 week
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