E-commerce · E-commerce · 10 weeks
How we automated customer support, review collection, and social media scheduling for an e-commerce brand, cutting support time by 40% and doubling Google Reviews.
40%
less support time, 2x Google Reviews
40%
Reduction in support response time
2x
Google Reviews collected monthly
3 workflows
support, reviews, and social, automated
End-to-end
no human in the loop for routine tasks
01The challenge
Backyard Design was scaling fast but drowning in manual operations. Customer support was handled by email with repetitive questions eating team hours. Post-purchase review collection was manual with a low conversion rate. Social media was sporadic, posted whenever someone had time. The team needed an AI-native automation suite that would run all three workflows end-to-end without adding headcount.
02Our approach
Built an AI-powered support system informed by product documentation and past ticket resolutions
Designed an automated post-purchase review funnel with personalized timing and follow-up sequencing
Created a social media automation layer with AI-generated content, scheduling, and engagement tracking
Added escalation intelligence that hands off to humans with full context when AI confidence drops
Built a unified operations dashboard with support metrics, review conversion, and social engagement in one view
03The results
40%
less support time, 2x Google Reviews
The problem
Manual customer support, review collection, and social media work was eating team hours with inconsistent results.
The outcome
End-to-end AI automation for an e-commerce brand. Handles customer support, post-purchase review funnels, and social media scheduling, cutting manual workload while lifting customer engagement.
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