Inkifi turns digital memories into sustainable printed keepsakes. As orders grew, so did the pressure on their support team. Focus CX's AI chat agent gave customers instant answers - and gave the team their time back.
A small team turning hundreds of customer memories into something you can hold
Winn Solicitors handles personal injury claims and post-accident support for individuals following non-fault road traffic incidents. For the people they work with, these are among the most stressful moments of their lives. Getting the customer experience right isn't just good practice - it's a professional and regulatory obligation.
"Inkifi creates beautifully printed photo products using sustainable materials, allowing customers to turn digital memories into physical keepsakes. Every day, they receive hundreds of images from customers that they passionately transform into personalised prints."
That personal, crafted feel is Inkifi's whole brand. Customers trust them with their most meaningful photos - holidays, weddings, first days, last days. The expectation is warmth, care, and reliability at every touchpoint. Including when something goes wrong with an order.
Growth was good. But every new order brought a new "where is my package?"
As Inkifi's order volumes grew, their small support team found themselves spending more and more of their day on a single question. Where is my order? Not because customers were unreasonable - they'd trusted Inkifi with something meaningful, and they wanted to know it was on its way. But answering each query meant a manual lookup in Magento, a separate reply composed in Zendesk, and another five minutes gone.
average response time - down from hours to minutes during peak periods
of order enquiries fully self-served by the AI agent - no human required
increase in customer satisfaction - driven by faster, more consistent responses
reduction in manual tickets - hours returned to the team every week
The two systems that should have been working together weren't. Magento held the order data. Zendesk held the customer conversations. With no integration between them, every single enquiry required a manual handoff - and with surging volumes, that gap became a bottleneck the team couldn't outrun.
Manual order lookup in Magento for every query
60% of orders answered automatically in seconds
Separate reply composed in Zendesk each time
2-minute average response time, any time of day
Response times stretched during peak periods
40% reduction in manual tickets
CSAT falling as customers waited for updates
25% increase in CSAT
Team unable to scale without adding headcount
Team focused on the work only humans can do
The stakes were clear. Without a solution, Inkifi risked what it had built - a brand reputation for care and responsiveness - as volumes continued to grow. Adding more agents was one option. Automating the repeatable work was a better one.
An AI agent that knows your order as well as your team does
Focus Group deployed FocusCX's AI chat agent - integrated directly with Inkifi's Magento store - giving it real-time access to order status, tracking links, and expected delivery dates. The moment a customer asks about their order, the agent retrieves the live data and responds with a specific, accurate answer. No manual lookup. No waiting for the team to be available. No generic holding message.
Customer sends an order enquiry
Via chat on Inkifi's website — any time of day, including evenings, weekends, and peak holiday periods
AI agent recognises intent and queries Magento live
Order status, tracking link, and expected delivery date retrieved in real time - directly from the source of truth
Customer receives a specific, accurate response within seconds
No generic reply, no "we'll get back to you" - a direct answer with exactly the information they asked for
Complex queries escalate to a human - with full context
When the AI reaches the edge of what it can resolve, the conversation is handed over to the support team complete with everything discussed so far
Customers get instant answers. The team gets their day back.
The impact arrived immediately. Customers now receive accurate, specific order updates within two minutes - at any time of day, including the late-night and weekend moments when the support team isn't available. 60% of order enquiries are resolved entirely by the AI agent, without any human involvement. The 40% that do reach the team are the genuinely complex ones - the conversations that need human judgement, empathy, and care.
Once the chat agent started handling order enquiries at scale, patterns in the data revealed two things nobody had planned for: fulfilment issues that were generating clusters of similar queries, and gaps in the website FAQ that were sending customers to chat unnecessarily. Both were fixed — directly improving operations and reducing future contact volumes. The AI didn't just answer questions. It revealed which questions shouldn't need to be asked.
With post-order support now running efficiently in the background, Inkifi is extending the AI into the parts of the customer journey that come before and after the package ships. The same infrastructure that answers "where is my order?" will soon be handling pre-sales enquiries from customers deciding what to buy - and proactive shipping alerts that get ahead of questions before they're even asked.
"Automating tracking requests has freed up our team and improved customer satisfaction. It feels like we've added a new team member overnight."
Jamie, Customer Service Lead - Inkifi
STORY DETAILS
Customer
Inkifi
Industry
Ecommerce . Print retail
Product
FocusCX · AI Chat Agent
Live within
2 weeks
Self-serve rate
60% of orders
RELATED PRODUCTS
AI Chat Agent
