TechGear Online — Full Case Study
AI voice agents resolved routine support questions and guided shoppers, cutting tickets by 60% and increasing sales by 35%.
Industry
E-commerce
Catalog Size
10,000+ SKUs
Engagement
Support + Sales Assist
Overview
TechGear Online faced high support volume and cart abandonment. Customers needed quick answers on compatibility, shipping, and returns — otherwise they bounced.
Virtuoone implemented AI voice agents that answered common questions instantly, handled order status, and guided shoppers to the right products, including cross-sells.
Challenges
- High volume of repetitive support inquiries
- Cart abandonment due to unresolved doubts
- Limited live agent coverage during peak hours
Solution
- Real-time voice support for order status, returns, and policies
- Product knowledge integration for specs and compatibility
- Guided recommendations and cross-sell prompts
- Seamless handoff to live agents for escalations
Results
- 60% reduction in support tickets
- 35% increase in sales with better guidance
- Higher CSAT from instant answers
- Improved agent productivity on complex cases
Before vs After
- Before: long response times; After: instant answers 24/7
- Before: generic support; After: personalized guidance
- Before: high cart drop-off; After: improved conversion
“Customers get the right answers on the first try. We saw conversions jump without increasing headcount.”
— COO, TechGear Online