Conte Scarpe Moda Automates Customer Support to Regain Hours of Team Productivity

Zipchat enables instant order tracking and policy inquiries, allowing the support team to focus on high-value activities.

By integrating directly with Shopify, Zipchat provides customers with immediate answers regarding their orders and returns, eliminating the wait times associated with traditional live chat.

Key results

• Automated high volumes of daily customer inquiries regarding order status and return policies.
• Successfully migrated from manual live chat to an AI-driven solution to reclaim team time.
• Improved overall response efficiency through seamless Shopify data integration.
• Achieved consistent, clear communication across all customer touchpoints.
• Reduced the operational workload on the internal support team.

Company overview

Conte Scarpe Moda is a premier Italian online retailer specializing in high-quality women’s footwear. The brand is synonymous with accessible luxury, curated specifically for the fashion-forward woman. Their catalog features a sophisticated blend of trendy Italian brands, including Conte’ Studio 1978 and Le Chicche, with a specialized focus on suede ankle boots, platform soles, and "sneaker gioiello"—exquisitely detailed jeweled sneakers.

Operating with a customer-centric model, Conte Scarpe Moda offers deep seasonal discounts of up to 70%, making premium Italian craftsmanship available to a wider audience. To further enhance the shopping experience, the brand provides free shipping on orders over €49 and a flexible 14-day return policy, ensuring that the digital boutique experience is as seamless and trustworthy as a physical store in Milan.

Industry: Clothing & Fashion
Headquarters: Italy
Website: View website

Why Conte Scarpe Moda chose Zipchat

Before implementing Zipchat, Conte Scarpe Moda relied on a traditional live chat solution. While this allowed for direct communication, it created a significant bottleneck for the team. The support staff found themselves tethered to their desks, answering the same repetitive questions about shipping updates and return procedures throughout the day. The primary motivation for the switch was a strategic need to free up the team’s time, allowing them to pivot away from manual data entry and toward more impactful business activities.

The brand needed a solution that could bridge the gap between their Shopify backend and the customer interface. They required a tool that didn't just "chat," but actually solved problems by accessing real-time data. Zipchat was selected to take over the frontline of customer service, handling the bulk of routine inquiries without requiring human intervention.

The impact

The transition to Zipchat has transformed the brand’s support workflow from reactive to proactive. By utilizing the Shopify integration, Zipchat performs instant searches and accesses relevant data points—such as tracking numbers and policy specifics—much faster than a human agent could manually look them up. This has resulted in a significant boost in productivity and early metrics indicate a strong positive trend in overall efficiency.

The most notable change has been the reliability and consistency of the information provided. Whether a customer asks about a return at midday or midnight, they receive the same clear, accurate response. This 24/7 automation has effectively reduced the support workload, ensuring that the Conte Scarpe Moda team only needs to step in for complex, high-touch scenarios.

"The chatbot has been extremely helpful in handling customer inquiries, especially those related to order tracking and return policies. It provides quick, clear, and consistent responses, reducing the workload on our support team while improving overall efficiency."

Ready to see similar results? Try Zipchat free

Which specific challenges or problems did Zipchat help you solve?

The chatbot has been extremely helpful in handling customer inquiries, especially those related to order tracking and return policies. It provides quick, clear, and consistent responses, reducing the workload on our support team while improving overall efficiency and ensuring customers receive timely information.

How did Zipchat help you solve this challenges?

Zipchat has helped us by enabling instant searches and quick access to information, thanks to its seamless integration with Shopify, allowing us to find relevant data efficiently and respond to customer needs much faster.

What kind of results did you achieve thanks to Zipchat (for example ROI, tickets managed per day, savings per month, etc)?

Thanks to Zipchat, we are achieving good results that we are now starting to measure more carefully. The chatbot handles many daily customer questions automatically, reducing our support workload and improving response times. Early metrics show positive trends in efficiency, time savings, and overall productivity.

Were you using another chat solution before Zipchat? If so, which one and what motivated you to make the switch?

Before zipchat we used a live chat, our motivation to change was to have a tool that would free up the team's time to be used for more useful activities.

‍