# E-commerce case: 90% of enquiries resolved without humans

> A fashion e-commerce store gets up to 80% of its enquiries on the same 5 topics — order status, sizing, exchanges, returns, delivery. With a private-AI chatbot, 90% resolve automatically, support cost falls ~70% and response time drops from hours to under 1 second.

- Canonical: https://fluxr.pro/blog/e-commerce-case-90-of-enquiries-resolved-without-humans
- Publicado: 2026-07-14 · AI for Business
- Fonte: Fluxr Pro (https://fluxr.pro)

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# E-commerce case: 90% of enquiries resolved without humans

**Direct answer: a mid-volume e-commerce store receives up to 80% of its support enquiries on the same five topics — where's my order, size guide, how to make an exchange, returns policy, delivery time. A private-AI chatbot resolves 90% of those enquiries automatically, cuts customer service cost by around 70% and replies in under 1 second, 24 hours a day.** At Fluxr, the initial setup is S/ 349 with WhatsApp Business integration included and production in 48 hours; monthly plans range from S/ 39/month (50 conversations) to S/ 499/month (unlimited conversations).

## The enquiries eating your support team's time

Before talking about automation, it's worth looking at a typical online store's enquiry pattern. In a mid-volume fashion e-commerce store, support enquiries usually break down like this:

- **Where's my order?** — 35-40% of the total. The customer wants a tracking number or an updated estimate
- **Size guide / compatibility** — 20-25%. Questions about measurements, international equivalents, size recommendations
- **How to exchange or return** — 15-20%. Process, deadlines, conditions, who pays shipping
- **Payment methods and instalments available** — 10%. Payment options, whether Mercado Pago is accepted, whether there's interest-free instalment
- **Status of a return already started** — 5-10%. Tracking the refund or the replacement shipment

Add it up: 85-90% of enquiries are questions with defined answers requiring no negotiation and no human judgement. They are exactly the kind of enquiry a knowledge-base chatbot handles better than any human — faster, with no copy/paste errors, at 3am.

## Before and after: the numbers in a mid-sized fashion store

To make this concrete, we use data from a representative generic case: a fashion e-commerce store with roughly 300 monthly orders and a two-person customer service team:

| Metric | Before automating | After automating |
|---|---|---|
| Average response time | 4-6 hours (business hours) | Under 1 second (24/7) |
| Enquiries resolved without a human | 0% | 90% |
| Team hours/week on routine support | ~25 hours | ~3 hours |
| Monthly customer service cost | $800-$1,200 (agent + tools) | From S/ 39/month (chatbot, by plan) + cost of the remaining ~3 h of support |
| Customer satisfaction (CSAT) | Medium (delays created friction) | High (instant replies) |
| After-hours enquiries answered | 0% | 100% |

The monthly cost saving is clear, but the most meaningful change is usually the one not in the table: the team stopped spending 80% of the day answering "where's my order?" and started focusing on genuinely complex cases — quality complaints, VIP customers, negotiating special exchanges.

## How does the chatbot integrate with your store?

Integration is the step that raises the most questions, and the answer is simpler than it looks. An e-commerce support chatbot needs to connect to two sources:

**1. Your e-commerce platform or ERP** — to check order status in real time when the customer asks. Without this integration, the bot can't answer "where's my order?" with real data. With it, it looks up the tracking number and gives it instantly.

**2. Your knowledge base** — size guide, exchange policies, payment terms, product FAQs. This information doesn't change with every order — it's structured once during setup and updated when conditions change.

At Fluxr, both integrations are included in the S/ 349 setup. Available channels are web (a widget on your store), WhatsApp Business (the number you already use) and API to connect to any in-house system. Monthly plans range from S/ 39/month (50 conversations) to S/ 499/month (unlimited conversations). The agent is in production within 48 hours of setup starting.

## WhatsApp Business: where your customers already are

The highest-impact channel for e-commerce is usually WhatsApp Business, because most customers already prefer messaging there rather than opening a ticket or sending an email that might take days.

With Fluxr's integration, when a customer writes to your store's WhatsApp number:
- They get a reply in under 1 second, at any hour
- If they ask about their order and the ERP is integrated, they get the current status immediately
- If they need a human, the conversation escalates to the team with full context visible — the human agent picks up where the bot left off, without asking the customer to repeat anything
- If the customer writes outside business hours, the bot resolves what it can and schedules a follow-up call for cases needing human attention

You can see how these channels connect on Fluxr's [integrations page](https://fluxr.pro/integrations) or compare the detail of each plan under [pricing](https://fluxr.pro/pricing).

## What do humans do with the remaining 10%?

The 10% of enquiries the chatbot doesn't resolve aren't the system's leftovers — they're the most valuable conversations your team can have. They include:

- **Customers with special circumstances** — damaged orders, urgent address changes, quality problems requiring individual assessment
- **VIP customers** — frequent buyers who deserve personal treatment beyond the standard reply
- **Exception negotiations** — when a customer wants something outside standard policy and there's room to make that call
- **Product feedback** — specific complaints about a garment or model that are valuable signals for the buying or design team

With the chatbot absorbing 90% of routine volume, your team has time to handle these cases with the care and detail they deserve, instead of racing to answer hundreds of tracking-number enquiries.

## When this automation isn't the right answer

There are scenarios where a support chatbot isn't the best investment:

- **Stores with highly personalised catalogues** — if every order is unique and no standard policy applies, the chatbot has no basis to answer correctly
- **Support requiring open negotiation on every case** — if your business model means treating every enquiry entirely individually, automation adds little
- **Volume that's too low** — if you get fewer than 20-30 enquiries a month, the setup ROI will take a long time to recover

For e-commerce stores outside those cases — which is most of them — automation isn't a luxury but a competitive advantage: instant replies while the competition keeps customers waiting hours. A customer who writes at 11pm asking whether their size is in stock and gets an answer in under a second has a qualitatively different buying experience from one who waits until the next day. You can see more cases in our [case studies](https://fluxr.pro/case-studies) or calculate estimated savings for your store with the [ROI calculator](https://fluxr.pro/calculator).

## Next steps

- **[Explore real case studies](https://fluxr.pro/case-studies)** — documented results in e-commerce, services and healthcare
- **[Compare chatbot plans](https://fluxr.pro/pricing)** — from S/ 39/month (50 conversations) to S/ 499/month (unlimited conversations)
- Have an online store and want to know what share of your enquiries is automatable? [Message us on WhatsApp](https://wa.me/51981095704) and we'll run the assessment at no cost the same day

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