How Tulipy juggles four ecommerce brands with eesel AI

• Tulipy Ltd. is a UK company with four gardening brands: Tulipy, Woven Wood, Zephyr Sail Shades, and Planters.co.uk.
• They sell a wide range of garden products across different niches.
• Customer service was tough for their small team, with repetitive questions piling up.
• They connected their Shopify store and Zendesk help desk to eesel AI.
• Simple questions were handled automatically, freeing the team to focus on harder problems.
• Customers got faster, instant answers while the team managed complex issues.

Why Tulipy’s support team was stretched too thin

As Tulipy expanded across four different websites, the support team struggled to keep up, and the same problems kept popping up.

• Out-of-sync stock info: Customers would get frustrated when the website said an item was in stock, but it actually wasn’t. That meant disappointed gardeners and cancelled orders.
• The same questions, over and over: The team felt like they spent all day answering three questions: “Where is my order?”, “Is this in stock?”, and “How do I make a return?”
• Too much tab-switching: Agents were constantly jumping between Shopify to look up order details and Zendesk to reply to customers. It was slow, clunky, and led to long wait times.

Getting their tools to talk to each other

Tulipy used eesel AI to build a single, automated support system that could work across all their brands. The setup was surprisingly simple and focused on connecting the tools they already used.

Step 1: Putting all their info in one place

First, Tulipy got all their knowledge into eesel. Instead of messing around with complicated API stuff, they used eesel’s one-click integrations to get going in just a few minutes.

• Shopify: This gave the AI live access to all customer, order, and product information.
• Zendesk: The AI trained on all their old tickets and macros. It learned Tulipy’s brand voice and how they’d solved similar problems before, right from the get-go.
• Website & PDFs: They also connected their general website content and policy PDFs so the AI could answer basic questions about their products.

Step 2: Letting the AI agent handle the frontline

With all that knowledge connected, Tulipy set up an eesel AI Agent on their websites to be the first point of contact. They used what are called AI Actions, which let the bot actually do things instead of just spitting out answers.

For order and stock questions:

• Shopify Order Actions: Fetch Order Details, Fetch Order History
  • The bot can now instantly give customers real-time order status and tracking info. This pretty much eliminated the most common question they received.
• Shopify Product Actions: Get Product Variants, Get Products): It can also check real-time stock levels, so customers know exactly what’s available before they try to order.

For managing the support queue:

• Zendesk Ticket Actions: Create Ticket, Update Ticket
  • The bot automatically logs every conversation, so there’s always a record.
• Zendesk escalation
  • If a customer has a more complex problem, like a damaged item, the bot smoothly passes the conversation over to a human agent with the full chat history. No more “let me get you up to speed.”
• Zendesk Close Ticket
  • When a simple question is answered, the ticket is closed automatically, keeping the queue nice and tidy.

Step 3: Giving the human team a little AI help

For any chat that did get escalated, the eesel AI Copilot gives the human team a hand right inside Zendesk. The Copilot can draft replies based on past tickets and use the same AI Actions the main bot uses. It just helps make every response a bit faster and more consistent.

The human support agents can handle more complex tickets even faster with instant access to drafted replies, and triaging actions happening automatically.

Past tickets + Shopify data = self-serve support

By bringing in eesel AI, Tulipy completely changed how their customer support worked.

• Way fewer repetitive tickets: Nearly all of the “Where Is My Order?” and stock questions are now handled automatically. The change was immediate.
• Seasonal fluctuations are a breeze: No more panic or temporary hiring to handle large ticket volumes during busy seasons.
• Instant answers, day or night: Customers get correct answers right away, 24/7, without having to wait for a human. Their first response time has plummeted.
• The support team can finally breathe: Without having to look up order numbers all day, the team can focus on the more complicated conversations where their expertise really matters.
• Happier customers: Fast, accurate support has helped Tulipy rebuild trust and improve its reputation.
• Ready to grow: Now, the company can handle busy seasons and keep growing without having to hire a bunch more support staff.

Tulipy Ltd. had a classic e-commerce problem: too many manual tasks were bogging down their customer support. By using eesel AI to connect Shopify and Zendesk, they turned a bottleneck into something that actually works for them. They fixed their biggest headaches around order tracking and stock info, showing that you don’t need a massive team to offer great customer service. You just need to get your tools working together.

Free your team from busywork and start a free trial or book a demo today!