Case Study: Octane AI achieves 24/7 Shopify Plus support with Boldr

Octane AI meets 24/7 Shopify Plus support SLAs in 30 minutes with Boldr

Octane AI, a Facebook and SMS messaging platform for eCommerce, needed to meet stringent 24/7 support SLAs to join the Shopify Plus program. Their challenge was to provide rapid response times across multiple customer channels while maintaining their brand voice. They turned to vendor Boldr for a solution involving support coverage and Intercom automation.

Boldr implemented a flexible support team to cover off-hours and developed a custom solution using Google Apps Script. This automation integrated Octane AI's various email queues and its Intercom chat, enabling intelligent tagging, routing, and auto-responses. As a result, Boldr enabled Octane AI to successfully meet all Shopify Plus SLA requirements in advance of their launch, creating a scalable support system.

Octane AI