SMRTFT’s fitness ecommerce brand uses eesel for the heavy lifting with Shopify and Gorgias.

The fitness brand cut down on repetitive questions and gave their small support team a break with huge help from eesel’s Gorgias and Shopify integrations.

Here’s the rundown

SMRTFT Nuobell, the brand behind some seriously nice fitness gear, with a community of over 200,000 customers.

Their customer support team was bogged down with the same questions over and over – tracking orders, processing cancellations, and explaining company policies. As an ecommerce brand, quick answers and transparency about orders is a high priority. This left them with little time for the trickier stuff, like questions about product durability.

SMRTFT created an eesel AI Agent. It connects directly to their Gorgias Help Center and Shopify store to pull customer and order info in real-time and answer common questions on the spot.

The results:

A whole lot of common support tickets about order status and cancellations are now handled automatically.
Customers get answers much faster, any time of day.

The support team saves hours every week because they no longer have to dig through Shopify for customer and order details.

A bit about SMRTFT Nuobell

If you’re into home gyms, you’ve probably heard of SMRTFT. They’re the folks behind the sleek, Swedish-designed Nuobell adjustable dumbbells. With over 200,000 customers, they’re all about providing top-quality equipment for people who want the best. But they knew that a great product needs great customer service to go with it.

A great product, but a swamped support team. Being a premium brand with customers all over the world is great, but it also means you have to provide top-notch support. SMRTFT’s small team was spending most of its day answering a handful of questions on repeat: “Where is my order?”, “How do I cancel?”, and “Can you remind me of your privacy policy?”.

Answering these questions was a manual, time-sucking process. Just to check an order status, an agent had to get the ticket in Gorgias, switch over to Shopify, hunt for the customer’s details, find the right order, and then copy-paste the shipping info back into Gorgias.

All this tab-switching for simple questions meant the team couldn’t focus on the more serious issues that needed a human touch, like helping a customer with a shipping problem or investigating counterfeit sellers. Plus, with a global customer base, they needed a way to offer help even when the whole team was asleep.

eesel AI connects your platforms to allow customers to self-serve

SMRTFT brought in eesel AI to be their new front line of support, working with the tools they already used. Customers can now find their order information, look up product variants for faster selling, and find answers to their questions instantly.

Getting the AI hooked into their main tools:

The real magic is how easily eesel connected to their existing systems.

Gorgias: The AI was connected to SMRTFT’s Gorgias Help Center and macros, so it instantly learned all of their policies and procedures. If a question is too tricky for the bot, it uses an AI Action to tag the ticket in Gorgias so it gets to the right person.

Shopify: Hooking it up to Shopify turned the AI from a simple Q&A bot into an e-commerce whiz. It can now access live data and even do things for the customer.

Letting the bot do the heavy lifting:
eesel’s customizable AI Actions let SMRTFT automate the questions they were tired of answering:

• Find Order Details & History: When a customer asks about their order, the bot securely pulls up real-time tracking and order history straight from Shopify and shows it to them in the chat. No more waiting for an agent.
• Find Customer Details: The bot can quickly identify customers to give them personalized help without anyone needing to look them up manually.
• A helpful handoff for human agents: For tickets that still needed a person to look at them, eesel’s AI Copilot steps in. It leaves an internal note in Gorgias with a quick summary of the bot’s chat with the customer. This gets the human agent up to speed right away so they can jump in and solve the problem faster.

The payoff for SMRTFT

By letting a bot handle the first wave of questions, SMRTFT saw some pretty great changes.

Right away, they noticed a drop in tickets about order status and basic policies. The AI chatbot was handling those from start to finish. With the bot taking care of the routine lookups and ticket tagging, the support team had more time to focus on complex cases that really needed their expertise.

And the customers? They got instant answers, 24/7. That kind of quick, easy help is exactly what you’d expect from a premium brand, and it made for a much better experience all around. SMRTFT now has a support system that can grow with the business without needing to constantly hire more people.

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