Customer Success
The iCommerce Engine for modern brands
StateSet is the iCommerce leader. See how the iCommerce Engine accelerates outcomes across CX, operations, and revenue.
- Response Time
- -95%
- Resolution Time
- -85%
- Churn Reduction
- 28%
- Cost / Ticket
- -40%
StateSet iCommerce Engine
HydraPak
Hydration TechnologyOver 90% reduced time-to-resolution
for warranty replacement orders
- Automated order creation and address verification
- Image analysis for precise product identification
- Automated, branded customer communications
"StateSet's iCommerce Engine transformed our warranty process—customers get replacements in record time."
— CX Lead, HydraPak
The Challenge
HydraPak's rapid growth created inefficiencies in processing warranty replacements, with customer support teams overwhelmed by routine tasks like identifying products and manually creating replacements.
They needed an AI-driven solution to automate image recognition, SKU lookups, and order creation, reducing response times and freeing agents to focus on complex customer needs.
The Solution
The iCommerce Engine provided HydraPak the flexibility to design the agents they needed to manage a wide array of tasks across the entire warranty replacement process.
- Image Analysis with Vision API: Automated product identification from customer photos
- Automated Order Creation: Instant replacement order generation
- Accurate Address Verification: Ensures delivery success
- Customized Brand Controls: Maintains HydraPak's service standards
- Seamless Integration: Works across their entire commerce stack
- Automated Communications: Customer updates and confirmations
The Results
The iCommerce Engine streamlined HydraPak's warranty replacement order process.
Beyond Time Savings: Customer Retention
The iCommerce Engine demonstrated its value in retaining customers who wanted a replacement product, fast:
- Successfully combines visual and textual analysis for precise product and accessory identification using o3
- Verifies Address and Order Details, successfully automates the order entry in the shipping system
Agent in Action
See how the StateSet iCommerce Engine transforms the warranty replacement process from a multi-step manual task into an automated, intelligent workflow that delights customers and empowers support teams.
Customer Success
No Makeup Makeup
BeautyChallenge: Manage high volumes of returns and exchange inquiries without overwhelming the CX team.
Outcome: Faster, more accurate responses and automated order lookups with the iCommerce Engine integrated to Shopify.
No Makeup Makeup faced a challenge common to many growing businesses: providing personalized, efficient customer service without overwhelming their team. The company sought a solution that could scale with their business, ensuring customer satisfaction at every touchpoint.
The primary challenge for No Makeup Makeup was managing a high volume of customer inquiries, especially related to returns and exchanges. The goal was to maintain high customer service standards, including personalization and timely responses, without placing undue strain on their customer experience team.
Solution
- Automation for Efficiency: Automating responses to common inquiries allowed No Makeup Makeup to handle questions about returns and exchanges swiftly, even outside of normal business hours.
- Integration for Seamless Service: By integrating the iCommerce Engine with Shopify, No Makeup Makeup could automatically provide order-related information (like Order Number lookups), facilitating smoother return and exchange processes.
- Personalization for Customer Satisfaction: The iCommerce Engine was trained with No Makeup Makeup's knowledge base to ensure responses were not only accurate but also matched the brand's voice and service level.
Outcome
- Enhanced Post-Purchase Support: Customers now receive faster and more accurate responses to their inquiries, improving the overall service experience.
- Operational Efficiency: The automation of routine inquiries allowed the customer service team to focus on more complex and high-value interactions, increasing job satisfaction and efficiency.
- Scalability During Peak Periods: No Makeup Makeup was able to manage increased inquiry volumes during peak sales events like Black Friday/Cyber Monday without compromising on response quality or speed.
By adopting StateSet’s iCommerce Engine, No Makeup Makeup recorded tremendous improvement in post-purchase customer experience. The new automation helped the team handle the BFCM surge while maintaining brand tone. Not only are customers assisted significantly faster, they also have a more efficient way to handle actions related to Returns, Exchanges, and WISMO. Since go-live in October, the iCommerce Engine has handled thousands of post-purchase requests while maintaining accuracy and tone.
- Inquiries Handled
- 8000+