Case study·OOAK portfolio brand·Live · measuring
The D2C inbox, answeredbefore the team logs in.
One of OOAK’s portfolio brands is the first running our D2C support agent: plugged into Intercom, Shopify and Slack, answering the questions that fill every direct-to-consumer inbox.
OOAK portfolio brandThe starting point
Every D2C inbox fills with the same three questions: where is my order, how do I return it, which size. The knowledge base had drifted out of date, and training a bot inside the support tool had not stuck.
What we built
We rebuilt the knowledge base first, then plugged the agent into Intercom, Shopify and Slack. It answers the routine directly, checks the order data before it speaks, and hands anything unusual to a human.
What changes
The agent is live. First-response time and handle time per ticket are being benchmarked now, and the real figures will replace this sentence when they exist.
Your operation is the next story.
Tell us where it hurts most. We scope it, build it, and hand you the keys.