A support copilot that answers 71% of inbound tickets without a human touching them.

Living Simply's small Newmarket team knows tramping boots, packs and tents inside out, and that hard-won expertise is the whole reason customers shop with them rather than a faceless big-box retailer. But the same email and chat questions, order status, whether a size is in stock, hire availability, returns and care advice, kept pulling experienced staff off the shop floor and away from the fitting and gear conversations that actually sell. The work was repetitive and time-sensitive, yet every reply still demanded that genuine, knowledgeable Living Simply voice, which made it hard to simply hand off.

The pressure spiked exactly when the team could least afford it. During peak tramping season and in the hours after an EDM send, the inbox backed up, and the replies that took longest were precisely the ones that needed live order or stock-on-hand data, because answering them meant a staff member stopping to dig through Shopify and Cin7. Customers waited longer for a yes-or-no they could have had in seconds, and the team faced an unappealing choice between hiring seasonal staff just to clear an inbox or letting response times slip. They wanted speed and scale without ever sounding like an automated script.

"The order, stock and hire questions used to eat our whole day, especially after an EDM went out. Now the reply is already drafted from our live Shopify and Cin7 data, in our own voice, and we just read it, check it and send. The team's back on the floor helping trampers, and customers are getting answers in seconds instead of waiting in a queue."