Client Overview

The company is a well-established consumer electronics retailer with a strong online presence and physical store locations across the United States. The company has built a reputation by selling branded gadgets and electronics, catering to both tech enthusiasts and everyday consumers. Additionally, the company offers custom AV and smart home installation services, aiming to provide comprehensive solutions for customers' audio and video needs. As their business continued to grow, they faced increasing challenges in managing customer support effectively while maintaining exceptional service quality.

Revenue :

$8M+ annually

Sales Channels :

Physical retail stores & online store

Key Products :

Smartphones, Laptops, Smartwatches, Custom Home Entertainment Systems, Gaming Consoles, Headphones, Wearable Tech, Smart Home Devices, Tablets, PC Components

Business Challenges

High Customer Support Costs :

The company had a team of 10 customer service agents handling queries via phone, email, and live chat.
Annual support costs exceeded $530K, including salaries, training, and infrastructure.

Inconsistent Customer Service Response Time :

High wait times during peak shopping seasons (e.g., Black Friday, Cyber Monday).
Slow response on order tracking and returns inquiries led to customer dissatisfaction.

Missed Revenue Opportunities :

Lack of AI-driven product recommendations in customer inquiries.
20% of abandoned chats were potential sales opportunities lost due to slow response times.

Scalability Issues :

The company planned to expand online operations but lacked an efficient support solution to handle increased customer queries.

High Daily Inquiry Volume :

The company received an average of 1000 - 1,500 customer inquiries per day, overwhelming the support team.

Challenges in Custom AV & Smart Home Installation Services :

Customers frequently asked about installation options, service availability, and pricing, leading to high manual handling of inquiries.
Scheduling appointments and providing instant consultation on compatibility with existing setups was time-consuming.

Solution Implemented: AI-Powered Customer Support Assistant

Aglowid IT Solutions implemented an AI-powered assistant trained on retail-specific FAQs, product recommendations, and order tracking queries.

Key Features Integrated :

AI Assistant for Automated Responses

Trained on over 10,000+ customer inquiries (FAQs, product info, order tracking, returns processing, appointment scheduling).

Automated Order Tracking & Returns Processing

Customers received real-time updates on order status and return requests without human intervention.

Basic Analytics Dashboard

AI dashboard to track customer engagement, query resolution rates, and conversion impact.

AI-Powered Support for AV & Smart Home Installation Services

Assistant integrated with a service booking system for instant scheduling.
AI-driven consultation tool to provide recommendations based on customer needs and existing setups.

AI-Driven Cross-Selling & Upselling

Suggests complementary accessories and enhanced versions based on customer purchase history.

Invoice & Documentation Retrieval

Instantly provides invoices and past transaction records.

Implementation Process :

#1. Data Collection & AI Training

Extracted customer support data (past chat logs, order tracking queries, and product inquiries).

Developed a custom AI model with Natural Language Processing (NLP) for personalized responses.

#2. Integration with E-Commerce & Retail CRM

Connected assistant with the company’s e-commerce platform and CRM (HubSpot).

Enabled AI-driven product recommendations based on browsing and purchase history.

#3. Testing & Optimization

Conducted A/B testing to analyze customer interactions and fine-tune AI responses.

#4. Full Deployment & Staff Training

Rolled out assistant across website and deployed the dashboard for basic analytics.

Provided basic training to customer service reps for assistant monitoring and escalation handling.

Technology Stack

AI Engine & Processing

OpenAI, Langchain

Backend

Django, ReactJS

Natural Language Processing (NLP)

OpenAI

Cloud Hosting

AWS Lambda, AWS EC2

Database Management

Pinecone, PostgreSQL

Results & Business Impact

Metric	Before AI Implementation	After AI Implementation	Change
Customer Support Costs	$530K annually	$200K annually	62% reduction
Response Time	5 minutes	Under 15 seconds	95% faster response
Customer Satisfaction Score	65%	91%	+26% improvement
Sales Conversions	-	15% increase	Boosted revenue
Cart Abandonment Rate	High	20% reduction	Fewer lost sales
Appointment Scheduling	Time-consuming	30% faster booking	Improved efficiency
Scalability	Limited with high scaling cost	3x more inquiries handled with no extra cost	Improved Scalability

Team Composition

Project Manager: 1
AI/ML Engineers: 1
Backend Developer: 1
Cloud Architects: 1
Data Analysts: 1
UI/UX Designer: 1
Customer Support Specialists: 2
QA Engineers: 1

Testimonials

Our Slam Book

Tony Lehtimaki

DIRECTOR - AMEOS

Spain

Very professional, accurate and efficient team despite all the changes I had them do. I look forward to working with them again.

Antoine de Bausset

CEO - BEESPOKE

France

They are great at what they do. Very easy to communicate with and they came through faster than I hoped. They delivered everything I wanted and more! I will certainly use them again!

Vivek Singh

MARKETING & SALES HEAD - VARMORA

Gujarat

I really liked their attention to detail and their sheer will to do the job at hand as good as possible beyond professional boundaries.

Nimesh Patel

DIRECTOR - COVERTEK CERAMICA

Gujarat

Excellent work, and on time with all goals. Communication was very easy, and knowledge of work was excellent. Will be working with them on upcoming projects. I highly recommend.

Craig Zappa

DIRECTOR - ENA PARAMUS

United States

"I would like to recommend their name to one and all. No doubt" their web app development services cater to all needs.

Neil Lockwood

CO-FOUNDER - ESR

Australia

Aglowid is doing a great job in the field of web app development. I am truly satisfied with their quality of service.

Daphne Christoforidou

CEO - ELEMENTIA