Scaling 24/7 Support Without Hiring More Agents

Challenge

Lunaro’s fast-growing ecommerce store saw a 300% rise in monthly orders after launching global shipping.
But the influx brought a flood of repetitive support queries — “Where’s my order?”, “How do I return this?”, “When will this restock?”

The three-person support team was overwhelmed. Average response times jumped to 18 hours, leading to negative reviews and refund requests.
Hiring additional agents wasn’t financially sustainable, as profit margins were already tight due to increased ad spend and logistics costs.
They needed a scalable, always-on support system that could maintain a personal touch while keeping costs under control.

Solution

Flow AI was connected to Lunaro’s Shopify store, Gmail inbox, and help desk.
It instantly began identifying the most common support patterns and generating pre-trained conversational responses tailored to Lunaro’s tone of voice.

Using Flow’s “AutoResolve” feature, 70% of repetitive queries were handled automatically — including order tracking, returns, and FAQs.
When Flow detected a complex issue (e.g., damaged items or high-value customers), it seamlessly escalated it to a live agent with full context, preserving continuity.

Within weeks, Flow had become a virtual support agent that operated 24/7, ensuring customers in any timezone received instant help — without any new hires.