Case Overview

This case study examines how MAGA, a patriotic merchandise company, enhanced its customer service by implementing an AI-powered chatbot. The solution, designed to address MAGA’s high-volume support needs, helped automate common inquiries, streamline ticket management, and improve overall customer satisfaction. This document includes a testimonial from Phehello Makgoe, COO of MAGA.com, reflecting on the positive outcomes of our partnership.

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Company Background

MAGA is a lifestyle and merchandise brand that represents the MAGA movement and supporters of President Donald Trump. Known for its bold and patriotic designs, MAGA offers a wide range of products, including hats, T-shirts, hoodies, and accessories. Their merchandise serves as a symbol of pride and political alignment for a dedicated customer base.

The online store frequently experiences high traffic, especially during promotional events and political milestones, leading to surges in customer inquiries. To maintain exceptional service and keep up with growing demand, MAGA sought to improve its customer support operations.

The Challenge

MAGA’s customer support team faced a number of challenges:

• High Ticket Volume: Managing approximately 7,000 tickets per month, the team was overwhelmed with repetitive inquiries such as order tracking, returns, and shipping issues.
• Manual Processes: Tasks like filtering tickets, assigning them to appropriate flows, or redirecting to priority queues consumed valuable time.
• Limited Scalability: The rapid scaling of their business meant an inevitable increase in tickets, making it critical to automate repetitive tasks to support their growth.
• Response Times: Customers often experienced delays in getting resolutions, particularly during peak shopping periods.

MAGA needed an automated solution to handle frequent inquiries and allow the support team to focus on more complex customer issues.

The Solution: MAGA Customer Support Assistant

To address these challenges, Commerit developed the MAGA Customer Support Assistant, an AI-driven assistnat integrated with Freshdesk and Shopify. This assistant was designed to automate responses to common inquiries, handle specific support tasks, and create tickets for unresolved issues.

Key Features of the MAGA Assistant:

1. Automated Responses to Common Inquiries:
   • Answered frequently asked questions about shipping, returns, and product details.