Use case · Retail
Nine people, twelve thousand customers: what is not automated does not exist
A brand sells direct, with no distribution network. Nine people, 12,000 active customers, around 900 orders a month. Anything that would take a manual gesture per order is, at that scale, a gesture that will never happen.
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The starting point
At nine people, the question is not what to do but what to stop doing by hand
The team knows exactly what should happen: chase baskets, ask for reviews, re-engage six-month-old customers, answer at weekends. It also knows it will not, because that would take someone whose only job it is — and that someone would cost more than they brought in the first year.
- Abandoned baskets never chased
- Second orders left to chance
- ≈ 30% of customer questions arrive outside hours
- No segmentation: the newsletter goes to everyone
What gets deployed
Forty workflows rather than one more hire
- 01
The abandoned basket, in two beats
A short reminder at H+2, a second at D+2 with the product image. It is the highest-returning workflow in online retail, and the one most often missing at small companies — because it takes a tool, not talent.
- 02
The second order at the right moment
The right moment depends on the product: three weeks for a consumable, six months for a durable. The workflow knows, because the catalogue carries it, and prompts when it is relevant rather than on the first of the month.
- 03
The AI chat takes the night
Backed by the brand's knowledge base — delivery, returns, sizing, composition — it answers tracking questions out of hours. An unhappy customer or a complaint goes straight to a human, with the history.
- 04
Segments replace the mass send
Buyers of one product, dormant for six months, customers with more than three orders: the newsletter stops being the same for everyone. The unsubscribe rate follows.
What it moves
What the setup targets
- ≈ 40
- workflows running without anyone
- ≈ 30%
- of questions handled out of hours
- 0
- extra hires to get there
- 9
- people for 12,000 active customers
Go further
The building blocks used
Automation workflows
A trigger, conditions, actions — across every hub at once.
DiscoverDynamic segments
Living lists that follow your data in real time.
DiscoverEmail campaigns
Block-based newsletters and campaigns, targeted at your CRM segments.
DiscoverAI chatbot
The conversational agent that answers on your site, 24/7.
DiscoverKnowledge base
Your company's knowledge, serving the chatbot and your teams.
DiscoverFAQ
Frequently asked questions
Do we need to connect our online store?
Yes, through the API or an automation workflow: orders and baskets land on the customer record, and that is what triggers the workflows. The store stays where it is.
Can the AI chat get it wrong in front of a customer?
It answers only from the knowledge base you give it, and transfers as soon as it leaves it. The scope is a design constraint, not a setting — and the visitor can ask for a human at any time.
Forty workflows — isn't that unmanageable?
They are built one at a time, starting with the two that pay most. Each pauses itself, and the dashboard shows what each one triggered.
Nine people for 12,000 customers — how does that hold?
Because most of it happens overnight: forty scenarios handle abandoned carts, follow-ups, tracking requests and campaigns. The team handles what needs a human in the morning, not what could have run on its own.
What does this configuration cost?
The Professional plan at €90 a month covers the account, and email sending is included up to 10,000 a day. What varies is SMS, charged per message, and the AI credits consumed by the chat and by copywriting.
Another question? Write to us — a human will answer.
Before you decide
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Comparisons
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