An e-commerce support team was handling a high volume of repetitive customer tickets every week. Most requests were related to order status, delivery updates, returns, refunds, and post-purchase questions that followed the same pattern.
As order volume increased, the support team struggled to respond quickly without adding more agents. Customers were waiting longer for simple answers, while agents spent too much time replying to repeated questions instead of resolving complex issues.
Opzio helped the team automate support triage, create reusable response macros, and build post-purchase workflows that answered common questions before they became tickets. The result was 38% ticket deflection within 30 days and faster refund-related support handling.
The Challenge
The client’s support inbox was overloaded with repetitive post-purchase questions. Customers frequently asked about order tracking, return status, refund timing, shipping delays, and delivery confirmation.
Many of these tickets did not require a human agent, but the existing workflow still routed them into the same manual support queue.
This created delays, increased agent workload, and made it harder to prioritize urgent customer issues.
Key challenges included:
• High volume of repetitive “Where’s my order?” tickets
• Return and refund status requests required manual checking
• Agents spent too much time answering similar questions
• Ticket routing was not organized by issue type or urgency
• Customers had limited self-service visibility after purchase
• Support response time increased during busy sales periods
• Complex issues were delayed by simple, repetitive requests
