Case Study: Creative Bag achieves 75-80% automated support responses with Olark

Creative Bag uses Olark CoPilot to automate up to 80% of support responses

Creative Bag, a packaging retailer, needed a way to handle growing customer support demand as more business shifted online and its store footprint shrank. Using Olark live chat and the Olark CoPilot chatbot, the team wanted to reduce repetitive questions, support shoppers faster, and make the website easier to use without feeling “botty.”

Olark helped Creative Bag set up CoPilot to answer common questions and search products, while live chat, shortcuts, transcripts, customer info, and co-browsing supported more complex needs. Olark’s solution automated 75–80% of chatbot inquiries, reduced phone and email traffic, and gave the small support team much more bandwidth, especially during busy seasons.

Creative Bag

Lauren Rotman

Director Of E-Commerce