Ecommerce / Customer Operations
Fashion ecommerce support flow
Case view
Support pressure
01
Connect channels
Facebook, Instagram, WhatsApp, DMs and selected comment streams
02
Control scope
Pause or enable intake depending on what the team can handle.
03
Track performance
Leadership dashboards, SLAs, shifts, and close ratio visibility
~16K
Messages Handled
~99%
Close Ratio
15 days
Peak Window
Case Story
Context
A leading Pakistani fashion brand moved to ShuttlePro right before a major launch and sale. There was no room for a long migration, training cycle, or heavy change-management process. The team needed to keep customer conversations moving across Facebook, Instagram, and WhatsApp while leadership kept visibility over throughput and service quality.
What changed
The team went live quickly, connected Meta and WhatsApp, worked inside a familiar support inbox, and used leadership dashboards to stay on top of volume. When public comments started flooding in, the ecommerce head temporarily paused comment ingestion and kept the team focused on higher-intent DMs. That kind of scope control mattered as much as automation.
Why it matters
This is not a “chatbot replaced the team” story. It is a workflow control story. A small team stayed organized because the channel, customer, and dashboard layer was in one place.
Before
✔ Support scattered across multiple social channels
✔ Sale-time query surge created pressure on a small team
✔ No time for formal training or a long migration
✔ Public comments risked distracting agents from high-intent conversations
After
✔ Channels connected inside ShuttlePro
✔ Agents worked from one support inbox
✔ Comment intake could be paused when needed
✔ Leadership saw throughput, SLAs, and team activity in live dashboards.
Results
~16,000
Messages handled across Facebook, Instagram, and WhatsApp
~99%
Conversation close ratio during the 15-day window
100×
Typical sale-time query surge absorbed
Day-0
Team productivity without formal classroom training
Lessons
Control matters as much as automation
Pausing noisy comment intake helped the team protect response quality instead of drowning in volume.
Speed beats ceremony
When a sale is days away, the system has to be easy enough for agents to use immediately.
Dashboards change behavior
Managers can guide the team better when they can see backlog, throughput, SLAs, and ownership live.