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CASE STUDY · E-COMMERCE

How Aurora Retail achieved 4.8x ROI by auto-resolving support tickets.

A high-volume D2C brand with 50,000+ orders a month was drowning in "Where is my order?" (WISMO) and return requests. Echofied built an AI support agent that connects directly to their Shopify and 3PL data.

Shopify Plus Zendesk Stripe ShipBob
72%
Of tickets resolved without a human
4.8x
ROI in the first 6 months
$45k
Saved in outsourced support costs

The Before & After

Before Echofied

  • Support team of 8 (outsourced) handling 3,000+ tickets a month.
  • Customers waiting 12+ hours for a simple tracking number.
  • Refund requests required human approval, taking 3 days to process.
  • High churn due to poor post-purchase experience.

After Echofied

  • AI agent answers WISMO instantly by fetching live data from ShipBob.
  • Returns processed automatically via Stripe if they meet the 30-day policy.
  • Human team reduced to 2 people, focused only on complex VIP escalations.
  • Customer satisfaction (CSAT) jumped from 3.2 to 4.8 stars.

The Technology Stack

System Role How Echofied Connects
Shopify Plus E-commerce Platform API. Reads order status, customer history, and tags.
ShipBob 3PL & Fulfillment API. Fetches live tracking numbers and delivery exceptions.
Zendesk Support Ticketing API. Acts as the inbox; AI resolves and tags the ticket.
Stripe Payments & Refunds API (Scoped Key). Issues refunds automatically within policy rules.

The Automation Workflow

  1. Trigger: Customer emails [email protected]: "Where is my order #48210?"
  2. Action: AI reads the order number, queries Shopify for order details, and queries ShipBob for the live tracking link.
  3. Decision: The package is delayed by the carrier. The AI detects this and drafts an apology email with the tracking link and a 10% discount code for the inconvenience.
  4. Execution: The AI sends the email, marks the Zendesk ticket as "Resolved", and logs the interaction.
  5. Edge Case: If the package is lost, the AI queries Stripe and issues a refund automatically, then notifies the human team via Slack.