A retail chain in South China
The brand runs stores across South China, and its online store and mini program now generate a growing share of inquiries. The support team already worked three shifts and still could not cover the evening peak, while membership operations were stuck on broadcast promotions and repeat purchase had stopped growing.
- Key results
- Night-time inquiry response instant · Support labor cost down 52% · Member repeat purchase up 21%
More customer cases · +86 132 6589 6872
More than 80 stores, about 500,000 members. Products used: ZClaw Service AI customer service, ZClaw Growth AI marketing
The problem
Inquiries arriving at night and on public holidays went unanswered, and a rough estimate put hundreds of lost order opportunities a month. Support costs rose every year while service quality stayed uneven. Data on 500,000 members sat idle, and marketing messages opened at under 2%.
Our solution
We launched ZClaw Service AI customer service, integrated with the product, order and membership systems to answer across every channel and every hour. In parallel we built a 360-degree customer profile that segments members automatically by purchase behavior, driving precise repurchase reminders and personalized recommendations.
Implementation
- Weeks 1-2
Analyze historical conversations and build the product and service knowledge base.
- Weeks 3-5
Connect AI support to the mini program and online store for a pilot.
- Weeks 6-8
Integrate the membership system and launch customer 360 with automated marketing.
- Ongoing
Conversation quality review and conversion data drive continuous optimization.
Verifiable results
unanswered→instant
baseline→down 52%
baseline→up 21%
* Results describe this project; actual outcomes vary with each company's baseline and scope.
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