As Inkifi’s order volumes grew, so did the pressure on its small customer support team. Customer enquiries were managed primarily through email and phone, with every “where is my order?” query requiring agents to manually check order details in Magento before responding through Zendesk. The process was time-consuming, repetitive and far from seamless.

During peak trading periods, the volume of routine enquiries became increasingly difficult to manage. Support agents spent hours checking order statuses, finding tracking links and answering repeated questions about deliveries. This left less time to focus on more complex customer needs, while response times increased and customer satisfaction scores began to fall.

With Magento and Zendesk operating separately, the team lacked a joined-up view of customer orders and struggled to provide consistently fast, accurate updates. The challenge was particularly acute during the busy holiday season, highlighting the need for a more scalable approach to customer support.

To support its continued growth and digital transformation, Inkifi needed a solution that would automate repetitive tasks, reduce pressure on its support team and deliver faster, more reliable customer experiences. That’s where we stepped in.

Focus Group introduced Inkifi to our agentic AI agent, designed to recognise customer intent and provide instant updates on orders and deliveries. Integrated seamlessly with Magento, the AI agent could access live order data to share accurate tracking links and estimated delivery dates within seconds.

The solution was chosen for its ability to automate personalised customer responses without requiring changes to Inkifi’s existing systems. Implementation was quick and straightforward, completed in just two weeks, with testing carried out during quieter trading periods to ensure a smooth rollout.

Once live, the AI agent quickly became part of Inkifi’s day-to-day operations, automatically resolving more than half of incoming order enquiries and significantly reducing manual workloads. A performance dashboard gave the team clear visibility of results, while minimal training was needed to get started. By automating routine queries, Inkifi has created a more efficient, scalable support operation that improves the customer experience while allowing its team to focus on more complex enquiries.