Categories / Customer Support & Inbox

Store-wide AI CS drafts (Erewhon)

Business

luxury grocery chain, 10 LA stores; automations built by one employee (ex-valet)

Task

Help Scout email → membership check → ChatGPT draft from vector knowledge + purchase history note for manager send

Result

~70% of AI drafts sent unmodified; 1,500 CS labor hours/year saved; ~$40K/year CS cost savings; 5.5× ROI on CS alone; 89 Zaps company-wide (~5,000+ hrs / ~$133K cited across business)

Tools

• Zapier
• ChatGPT
• Help Scout
• BigQuery
• Formstack
• Airtable
• Stripe
• Twilio
• Square

Setup

1. 39-step Zap per store inboxes
2. member vs non-member agent tone
3. “English Tutor” agent scores draft vs sent for KPIs

Source

zapier.com ↗

Specifics rating

high specifics high = concrete numbers/quotes; med = partial; low = qualitative

Results as reported by the source; not independently verified.