The E-commerce Challenge: High Volume, High Expectations

Online retail is more competitive than ever. Customers expect instant answers, personalized recommendations, and 24/7 support. For growing e-commerce brands, meeting these expectations without a massive support team is a huge challenge. This is the story of how businesses like yours are using Nviti.ng to not just survive, but thrive.

The Problem: Drowning in "WISMO" and Repetitive Questions

Before Nviti.ng, a typical online store's support inbox was flooded. Up to 60% of inquiries were "Where Is My Order?" (WISMO) questions. The rest were repetitive queries about sizing, return policies, and shipping costs. The support team was stuck in a reactive loop, with no time for high-value activities like helping customers choose the right product.

The Solution: An AI-Powered E-commerce Specialist

By implementing Nviti.ng, these businesses built an AI assistant that acted as their #1 support agent and sales associate.

Automating the Repetitive

The first win was automating the low-hanging fruit. The AI, connected to their e-commerce platform, could instantly answer:

• Order Status: "Your order #12345 has shipped and is expected to arrive on Tuesday."

• Product Questions: "Yes, the Trailblazer jacket is fully waterproof and has three pockets."

• Policy Inquiries: "Our return policy allows for returns within 30 days of purchase. Here is a link to start the process."

The Result: An immediate 50-60% reduction in manual support tickets. The human team was freed from the WISMO grind.

Turning Support into Sales

With their newfound time, the human team could focus on sales-oriented conversations. Meanwhile, the AI was also driving revenue:

• Guided Selling: The AI acted as a personal shopper, helping visitors find the perfect product based on their needs.

• Cross-sells & Upsells: "Customers who bought that camera also loved this lens. Would you like to add it?"

• Cart Abandonment: The AI proactively engaged users lingering on the checkout page, answering last-minute questions and saving sales.

The Result: A measurable increase in conversion rates and average order value.

The Numbers: A Snapshot of Success

Across our e-commerce clients, we see consistent, powerful results:

• -55% reduction in repetitive support tickets on average.

• +15% increase in conversion rates for visitors who interact with the AI assistant.

• 24/7 support coverage, leading to higher customer satisfaction scores.

• -30% decrease in first-response time.

Conclusion

Nviti.ng provides e-commerce businesses with the leverage they need to compete with major retailers. By automating the mundane and empowering teams to focus on value-added interactions, it transforms customer support from a cost center into a powerful engine for growth and customer loyalty.

Ready to write your own success story? See what Nviti.ng can do for your e-commerce business.