Case Study: Mercari resolves 120,000 support tickets a month with Zapier

Mercari resolves 47,000 support tickets a month with Zapier

Mercari, an e-commerce marketplace, faced the challenge of handling 120,000 high-stakes customer support tickets per month. They needed a way to automate responses for repetitive inquiries to free up human agents for complex cases, but found that generic AI tools struggled with their specific rules and context requirements without creating risks. Systems Manager Eric McNulty turned to vendor Zapier to build a custom AI support orchestration system.

Using Zapier, Mercari built a master automation that classifies tickets, pulls live data from Google Sheets, and uses AI by Zapier to generate safe, context-aware responses. This solution handles first replies for 97% of tickets and fully resolves approximately 47,000 tickets per month without human intervention. The results include saving over 3,000 support agent hours monthly and increasing customer satisfaction scores. Zapier provided the structured automation layer that allowed Mercari's CX team to safely and efficiently manage the AI system at scale.

Mercari