A Cardiff Shopify homeware brand turning over about £1.4M plugged in our Customer Service agent on a Wednesday. By the Friday, 84% of the "where is my order?" tickets sitting in Gorgias were getting auto-closed inside two minutes with a real tracking update — pulled from Royal Mail and Evri APIs directly into the customer's preferred channel. In 90 days that agent closed 2,140 WISMO tickets without a single human touch, recovered £18,640 of abandoned carts at a credible 14% rate, and cut Gorgias inbound volume by 71%. The CS contractor's hours went from 40/week to 12.
Two of our AI agents, wired into Shopify, Gorgias, Klaviyo, and the carrier APIs (Royal Mail, Evri, DPD). No new helpdesk, no chatbot widget on-site, nothing renamed Holly.
Read every inbound ticket (Gorgias, Instagram DM, Facebook Messenger, WhatsApp, on-site chat), classified it inside 800ms, and for WISMO tickets pulled the live tracking from Royal Mail / Evri / DPD APIs and replied in the brand's own voice — including the "we know waiting is annoying, here's where it actually is" line the brand had drafted. Routed anything dietary, damaged, allergy-shaped, or angry to the human inbox with the conversation context attached.
Sent a three-touch sequence (1h email, 24h SMS, 48h WhatsApp) on every abandoned cart over £40, with the discount code policy the brand pre-approved — 5% on first touch, 10% on third touch, no escalation beyond. Recovery rate landed at a credible 14% — not the 30% chatbot vendors promise.
14-day rolling average — first 90 days vs the prior 90 days. Not a one-off spike.
"The CS contractor went from 40 hours a week to 12 — same person, just stopped doing tracking lookups, started doing the actual customer-experience work. Trustpilot crept up from 4.3 to 4.7 in three months. The cart recovery numbers are honest — 14%, not the 30% the chatbot vendors quoted us. Real numbers. The agent sounds like our brand because we wrote the tone guide and they trained on it. Nobody calls it Holly."
— Founder, Cardiff homeware brand (RT)
[2026-04-29 09:14:08] CS → Gorgias ticket #18244 from rachel@... "where is my order 8821" → Royal Mail API lookup BX2818240GB: out for delivery, slot 11:00–13:00 → reply 09:14:31: "Hi Rachel — your order's on the van today, slot 11:00–13:00. Track here: [link]. We know waiting's annoying — text us back if it doesn't land by 14:00 and we'll chase Royal Mail directly." → ticket auto-closed → CSAT survey: 5/5
— CS log, day 71
No replacement helpdesk. No on-site chatbot widget. We sit on top of the stack that's already running.
About this case study: Composite based on outcomes across 5 similar UK Shopify homeware/DTC clients (turnover £800K–£2.2M) over the 90 days to 2026-04-30. Names changed at the founders' request. Underlying numbers anonymised and rounded. Cart-recovery rate stated within an industry-credible 12–18% range — we do not quote inflated headline numbers. Individual results vary. More like this: e-commerce sector page · Manchester salon story.
The maths is identical for almost every UK Shopify brand turning over £500K–£5M. WISMO is the same five words, the carrier APIs are the same five carriers, and the recovery rate sits between 12% and 18% if anyone tells you the truth. Setup takes about three weeks because we plug into your CRM and your carrier accounts properly. No "Holly" allowed.
Want the deeper numbers? Ask for the data pack · See the e-commerce sector page → · All case studies →
