Support
First replies: 18 hours to two minutes
Bramble & Co. sells handcrafted homeware online from a Shopify store. Its two-person support team spent more than 25 hours a week on repeat questions about delivery, sizes and returns, across email, Facebook and Instagram. First replies stretched past 18 hours at peak times. The shop put a chatbot on its site, Messenger and Instagram, trained on its catalogue, FAQs, delivery policies and returns rules. It also added a basket flow: a personal message 30 minutes after a shopper leaves, then a follow-up with a time-limited discount.
How it wentAfter 90 days, human staff handled 20% fewer support tickets. About 34% of the basket recovery messages ended in a completed purchase. Average first response time fell from 18 hours to under 2 minutes, and the support team moved the saved hours to outreach and VIP follow-up (agency figures).
Try it · based on the source's workflow
Act as the support assistant for [shop name]. Answer questions using only our catalogue [paste or link], FAQs [paste], delivery policy [paste] and returns policy [paste]. Reply on [channels] in this tone: [paste an example]. If a shopper leaves a basket, send this message after [30] minutes: [paste], and one follow-up with [discount rule] if they do not buy. Never promise a delivery date or a refund the policy does not allow. Send anything else to me with the full conversation. Show me your first 10 draft replies before you answer live.
A starting template based on the workflow the source describes. Review it before you use it; you are responsible for what it does.