Case Study: Erewhon automates customer service across 10 stores with Zapier

Erewhon automates 70% of customer service tickets with Zapier

Zapier's customer Erewhon, a grocery chain with 10 stores, faced a challenge in managing customer service. Each location manually handled its own HelpScout inbox, leading to inconsistent responses and an inability to prioritize high-value members. The process consumed over 20 hours per week on repetitive tasks.

Using Zapier, a business analyst built a 39-step automated workflow connecting HelpScout, ChatGPT, a vector database, and BigQuery. This AI-powered system drafts personalized responses using institutional knowledge, checks membership status, and surfaces customer purchase history for prioritization. The solution, implemented by Zapier, automates 70% of tickets without human modification, saves 1,500 labor hours annually, and delivers approximately $40,000 in yearly labor cost savings with a 5.5x ROI on the Zapier investment.

Erewhon