01
Overview
Smartmoda, an emerging Italian online fashion retailer, partnered with Solverix to enhance its customer service and improve the overall shopping experience. The goal was to elevate customer interaction through a more efficient, responsive, and integrated digital ecosystem—combining intelligent automation, centralized CRM, and multi-channel communication. A key component of the initiative was the integration of an advanced Customerly.io chatbot to handle common queries 24/7.
However, the support model remained hybrid: alongside automation, Solverix also provided a team of dedicated technical support agents, ensuring personalized human assistance for more complex or sensitive customer requests.
02
Solution Aproach
Solverix executed a structured digital transformation strategy based on four pillars:
CRM Centralization: We unified customer data from e-commerce, email marketing, and support channels into a single integrated view, improving data quality and segmentation capabilities.
Customerly.io Chatbot Integration: The chatbot was configured to autonomously handle common customer requests (order status, returns, payments, promotions), with seamless escalation to human agents for more complex cases.
Customer Service Optimization: We implemented an intelligent ticketing system with automatic assignment based on priority, language, and request type, along with phone support logging into the CRM for full visibility.
Team Training & Workflow Automation: The customer care team was trained to use the new tools, with support in building standardized responses and automated flows for recurring interactions.
03
Technologies used
A Brief Overview of the Implemented Technology Stack
Customerly.io – Conversational chatbot, live chat, and integrated CRM
Shopify – E-commerce platform
Zapier / Make – Workflow automation across platforms
Google BigQuery – Centralized customer data warehouse
Google Firebase – Real-time user activity tracking
Slack + Email – Operational alerts for the customer care team
04
Key Outcomes
The main results and improvements achieved through this solution:
Reduced resolution time for complex support cases from over 24 hours to under 6, improving service efficiency.
Higher conversion rate among users who engaged with the chatbot, particularly during checkout.
Extended support coverage to 16 hours/day without increasing internal staff, thanks to hybrid automation and Solverix-provided agents.
Improved internal coordination, with all interactions centralized in a unified CRM for faster and more consistent responses.
Smarter marketing segmentation, using chatbot and CRM data to personalize campaigns and reduce post-sale issues.
Scalable support structure, ready for seasonal peaks and international expansion.
Key Statistics
Optimized
Operational Efficiency
Our Projects
Engineered to Perform
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