Overview
A national 4×4 aftermarket retailer partnered with ChillyChoo to deploy AI-powered customer support across its website and social channels, alongside a converting ecommerce storefront and lifecycle email automation.
With stock, support, and follow-up all running as separate, manual efforts, the goal was to offer 24/7 support across web, social, and WhatsApp – without adding headcount, and without compromising response quality or accuracy.
Problem
The support team was manually answering the same fitment and stock questions across the website, Facebook, Instagram, and WhatsApp – with no way to offer coverage outside business hours.
The solution included:
- No support coverage outside business hours
- The same questions answered manually, over and over, across every channel
- Increased risk of slow responses and lost sales
before AI support was deployed
The gaps in coverage slowed down response times and limited the team’s ability to focus on the more complex, high-value conversations.
Approach
We deployed a single AI assistant trained on the retailer’s products, fitments, and stock – live across the website, Facebook, Instagram, and WhatsApp Business, with clean handoff to a human when needed.
The solution included:
- AI asssitant trained on real product and fitment data
- Deployed across web, social, and WhatsApp simultaneously
- Clear escalation rules for handoff to the support team
This gave the retailer round-the-clock coverage across every channel customers actually use, without adding headcount.
Outcome
The AI assistant now resolves common fitment and stock questions before they ever reach a human, giving the support team room to focus on the conversations that actually need a person.
Response coverage improved from business-hours-only to 24/7, customer questions get answered consistently across every channel, and the support team can now focus on higher-value, complex enquiries – resulting in faster responses and a smoother overall customer experience.
The results were real and measurable:
coverage across web, social & WhatsApp
+
with AI resolving common questions before reaching a human
Consistent answers, every time. No more inconsistent responses depending on who’s replying or what time it is – every customer gets the same accurate, on-brand answer.”
Before vs After
The Difference AI Support Makes
Manual Support
- Business-hours-only coverage
- Same questions answered manually, every time
- Disconnected support across channels
- Slower response times
AI-Powered Support
- 24/7 coverage across web, social & WhatsApp
- Routine questions answered instantly
- One AI assistant across every channel
- Lower support load on the team