Bloom Store
How Bloom Store automated 87% of its support tickets, without a single complaint about the AI.
This is a worked example scenario. Names, people and figures are illustrative and do not belong to an existing company.
Bloom Store runs 5 Shopify web shops with a peak volume of 18,000 support questions per month. After 6 weeks with Conveya, 87% of all tickets were handled autonomously, with no drop in quality.
“We expected AI support to feel cold. The opposite happened: our CSAT went up, because people get answers faster.”
The problem: scale without the headache
Bloom's support team of 6 could not keep up with the volume without hiring more people. Order-status questions made up 62% of tickets: repetitive, predictable, but time-consuming. Growing the team meant €180k in extra salary costs per year.
The solution: Conveya + Shopify + PostNL
The agent (Nova) got direct access to Shopify Orders and PostNL track & trace. Questions about delivery times, address changes and returns are now handled fully on their own. When there is doubt, or a complaint about a defect, the agent escalates to the team automatically, with tags, a summary and the transcript.
What the team does now
The support team now focuses on complex work: partnerships, product feedback and tricky cases. Two team members moved up into customer success, and Nova handles the rest of the volume.
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