E-commerce
A fast-growing D2C e-commerce brand processing 8,000+ orders per month was drowning in inbound support calls. Their 6-person customer service team spent 80% of their day answering repetitive queries — order status, delivery ETAs, return initiation, and COD verification. Peak sale days pushed their wait times to 25+ minutes, causing customers to abandon calls and post negative reviews. ElidePro transformed their entire inbound support operation with a 24/7 AI voice agent that resolved queries instantly and routed only complex escalations to human agents.
The Challenge
The brand faced a compounding support crisis as they scaled. Their human team could handle roughly 180 calls per day, but inbound volume consistently exceeded 400 during flash sales and festive seasons. Over 35% of calls went unanswered during peak hours. Customers who couldn't reach support left negative reviews and initiated chargebacks — costing the brand both reputation and revenue. Adding more agents was expensive and slow; training took 3-4 weeks and attrition was high. They needed a scalable solution that didn't grow linearly with call volume.
The ElidePro Solution
ElidePro deployed a custom AI voice agent integrated directly with the brand's order management system and CRM. The AI answered 100% of inbound calls within 2 rings — including nights, weekends, and peak sale events. It handled order tracking by fetching real-time data, initiated return and refund workflows, confirmed COD orders, and answered product queries using the brand's knowledge base. For complex cases — damaged goods, payment disputes — the AI collected all relevant details before seamlessly transferring to a human agent with a full call summary.
Results After 60 Days
Call answer rate increased from 65% to 100%. Average handle time for Tier-1 queries dropped from 8 minutes to under 2 minutes. Human agent workload reduced by 60%, allowing the team to focus exclusively on high-value escalations. Customer satisfaction scores (CSAT) improved from 3.2 to 4.6 out of 5. The brand recovered approximately ₹12 lakhs per month in previously missed revenue from calls that previously went unanswered. Support costs reduced by 45% despite handling 2.3x more call volume.
Key Use Cases Automated
Order status and real-time delivery tracking, return and exchange initiation with automated workflow triggers, COD order confirmation and reschedule calls, product availability and pricing queries, refund status follow-ups, post-delivery feedback collection, abandoned cart voice follow-up campaigns. All interactions logged and synced to CRM automatically.
Why ElidePro for E-commerce
ElidePro's AI voice agents integrate natively with major e-commerce platforms and order management systems. The AI understands the nuance of e-commerce conversations — urgency around deliveries, sensitivity around refunds, and the need for instant answers during sales events. Unlike chatbots, voice provides the immediacy and empathy customers expect when they have a real problem with an order. ElidePro turns a cost center into a retention engine.