AI-Enabled Customer Support | E-commerce using Shopify

#shopify #cro #ai #customersupport

Boosting Conversions 757% With AI Customer Support

Turning indecision into sales with RepAI and actionable insights.

Impact Overview

• 12% Conversion on AI-Assisted Chats vs 1.4% baseline site

• $5,280+ Monthly Rescued Revenue (750% ROI on tooling)

• 85.6% AI Resolution Rate

• YOY Holiday Sales +83% (implementation in early December)

---

Our Client’s Challenge

The client’s small support team couldn’t keep up with 25,000+ monthly visitors:

• Customers often purchased the wrong cases for their devices

• High cart abandonment and lost revenue

• Live support was too expensive to scale

The Problem’s Business Impact

• Sales lost due to indecision and poor pre-purchase guidance

• Risk of ballooning support costs if manually scaled

• No visibility into where customers were getting stuck

Vail Creatives Intervention (< 2 Weeks)

To address the challenge quickly, we:

• Deployed RepAI on top of the existing Zendesk workflow

• Configured AI-assisted pre-sales and upsell flows

• Delivered first-week results:

  • 12% conversion on AI-assisted chats (+757% vs baseline)

  • $776 in AI-generated revenue (4.8% of total)

  • 85.6% resolution rate

  • 59% upsell conversion

    
    

Team Enablement

• No workflow disruption—RepAI integrated directly with Zendesk

• Trained the e-commerce manager to refine AI settings for resilient growth

• Surfaced actionable insights on customer friction points

Lasting Results

• $5,280+ in monthly rescued revenue (750% ROI)

• 53% of drop-offs traced to missing product info

• 41% of drop-offs traced to out-of-stock inventory

• 160% site-wide conversion rate improvement

• 83% YOY holiday sales growth

  
  

The Industry Data / Bonus Reading

• AI in E-commerce article by Rep AI: https://www.hellorep.ai/blog/the-future-of-ai-in-ecommerce-40-statistics-on-conversational-ai-agents-for-2025

Client Testimonial 

"Vail Creatives implemented AI-powered customer support that exceeded our expectations. In the first week, we saw 12% conversion on AI chats and insights that shaped our product and inventory strategies."