Support that runs itself at 2 a.m.

How a six-person skincare brand answered 71% of its tickets automatically — and kept its founder’s voice.

E-commerce

Support agent

Client

Kiln Studio

Industry

E-commerce

Team

6 people

Build

21 days

Sheet

C-03

FIG. C-03 — Kiln Studio, Lisbon packing room

Scale 1 : 1

Survey — The problem

The founder was the support team.

Kiln shipped 4,000 orders a month and every “where is my parcel?” landed in the founder’s inbox.

Replies went out at night, refunds waited for the weekend, and the brand’s best hours went into copy-paste.

Tickets / week

620

First reply

19 h

People on it

1 founder

Blueprint — What we built

One support agent, three exits.

01 · InputEmail + Shopify chat620 / week

02 · AgentSupport agentRead · Look up · Act · Reply

03a · OutputOrder updatedAuto · 71%

03b · OutputRefund issuedAuto · 71%

03c · ReviewFounder reviews> €150 · 29%

0.9 s Avg. decision

01 · InputEmail + Shopify chat620 / week

02 · AgentSupport agentRead · Look up · Act · Reply

03a · OutputOrder updatedAuto · 71%

03b · OutputRefund issuedAuto · 71%

03c · ReviewFounder reviews> €150 · 29%

0.9 s Avg. decision

Result — Measured after 90 days

of tickets auto-resolved

0 min

median first reply

0 h

returned to the founder each week

“It sounds like us, it knows every product, and it never forgets to follow up. I got my evenings back.”

Rui Almeida

Founder, Kiln Studio

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Output · 01

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Let’s draw your
first agent.

Book a free 45-minute survey. You’ll leave with a process map and a costed plan — whether you build with us or not.

Output · 01

Book your free survey

↗

Let’s draw your
first agent.

Book a free 45-minute survey. You’ll leave with a process map and a costed plan — whether you build with us or not.

Output · 01

Book your free survey

↗

Let’s draw your
first agent.

Book a free 45-minute survey. You’ll leave with a process map and a costed plan — whether you build with us or not.

Output · 01

Book your free survey

↗

Support that runs itself at 2 a.m.

The founder was the support team.

One support agent, three exits.

Let’s draw yourfirst agent.

Let’s draw yourfirst agent.

Let’s draw yourfirst agent.

Let’s draw yourfirst agent.

Let’s draw your
first agent.

Let’s draw your
first agent.

Let’s draw your
first agent.

Let’s draw your
first agent.