Inkifi

As Inkifi’s order volumes increased, so did the pressure on their small support team. Customer engagement was managed primarily through email and phone calls, and every “where is my order?” question required a manual lookup in Magento and a separate reply through Zendesk. Not exactly a swift and seamless system.

During busy trading periods, the team found themselves overwhelmed by repetitive queries. Support agents were spending hours each day checking order statuses, locating tracking links, and answering identical questions about shipping progress. As a result, response times stretched, and customers were left waiting for updates, leading to rising frustration and a drop in CSAT scores...

The lack of integration between Magento and the support inbox meant teams had limited visibility and struggled to deliver consistent, accurate responses. This challenge became more of a hot topic during the holiday season when order volumes surged, and it became clear that the business could not scale customer support without introducing automation.

Inkifi knew that without action, the pressure on teams would continue to grow and the business risked lower customer satisfaction, slower reply times, and fewer repeat purchases. And so, to sustain their digital transformation and support ongoing growth, they needed a solution that could reduce repetitive workload and deliver faster, more reliable customer interactions. That’s where we stepped in.