RetailChat AI

DTC brand cuts support costs 81% with AI chat agent

A growing DTC apparel brand deployed MeldIQ chat agents to handle order status, returns, and policy questions—deflecting 68% of tickets and improving CSAT from 3.2 to 4.6 stars.

8-week deployment

12,000+ chats/month

Shopify integration

RESULTS

First Response Time

12 sec

8 hours-99.9%

Ticket Deflection

68%

0%+68%

Support Cost/Ticket

$2.80

$14.50-81%

CSAT Score

4.6

3.2+44%

The Challenge

✕
8-hour average first response time during peak seasons
✕
Support team overwhelmed with repetitive order status queries
✕
Inconsistent policy answers leading to customer frustration
✕
High cost per ticket eating into margins

The Solution

AI chat agent responds in <15 seconds, 24/7
68% of tickets resolved without human intervention
Policy answers with citations for transparency
Seamless handoff to humans for complex issues

Implementation Timeline

Week 1-2

Readiness Sprint

Shopify data mapping, policy knowledge base, escalation rules

Week 3-4

Chat Agent Build

Order status API, returns workflow, citation engine setup

Week 5-6

Pilot & Training

Shadow mode, edge case library, agent handoff protocols

Week 7-8

Production

Full deployment across web, SMS, and WhatsApp

“Our support team went from drowning in tickets to focusing on complex issues that actually need a human touch. Customers are happier and so are we.”

Head of Customer Experience

DTC Apparel Brand

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