How Just In Case Italia reduced repetitive support queries while boosting conversions with AI chat

Key results

90% reduction in repetitive support ticket for Just In Case Italia's AI assistant now handles first-line customer assistance 24/7, letting the support team focus on complex cases.

• Migrated from manual chat support to AI-powered customer assistance
• Eliminated most "compatibility, shipping, and product selection" queries
• Reduced abandoned chats through instant, accurate responses
• Improved upselling with natural accessory recommendations
• Achieved consistent brand voice across all product categories

Company overview

Just In Case Italia specializes in MagSafe-compatible phone accessories and protective cases for iPhone and Samsung devices. The Italian e-commerce store offers covers, Ring MagSafe accessories, powerbanks, magnetic wallets, and a Limited Edition Serie A collection, with fast shipping across Italy.

Industry: Electronics & Gadgets
Headquarters: Italy
Website: View website

Challenges

Just In Case Italia's support team was overwhelmed by repetitive customer questions that slowed response times and hurt conversion rates.

The company's growing catalog of MagSafe accessories created a perfect storm of customer confusion. Shoppers repeatedly asked the same questions about device compatibility, shipping timelines, return policies, and product selection guidance. These routine inquiries consumed significant support resources while creating friction in the buying process.

The manual chat support model couldn't scale with demand. Customers often waited for answers to basic questions, leading to abandoned conversations and lost sales. The support team spent most of their time answering identical queries instead of handling complex customer issues that required human expertise.

"It helped us reduce repetitive customer questions that were slowing down support and hurting conversion things like compatibility, shipping times, returns, and 'which one should I pick?'"
Anton, Just In Case Italia

The repetitive nature of these inquiries meant customers frequently left with "I'll think about it" responses. Without immediate, confident guidance, potential buyers would abandon their carts rather than commit to a purchase. The company needed a way to provide instant, accurate assistance that could guide customers toward confident buying decisions.

Solutions

Just In Case Italia implemented Zipchat to provide 24/7 AI-powered customer assistance that handles routine inquiries while maintaining their brand voice.

The team chose Zipchat over other AI chatbot solutions because of its retail-focused approach and natural conversation flow. Unlike generic chatbots, Zipchat demonstrated an understanding of e-commerce customer behavior, asking relevant follow-up questions and guiding customers toward purchase decisions without appearing pushy.

Implementation was straightforward, with Zipchat quickly learning Just In Case Italia's product catalog and brand voice. The AI assistant was trained to handle the most common customer inquiries: device compatibility questions, shipping information, return policies, and product recommendations. The system integrated seamlessly with their existing e-commerce platform.

Product recommendation engine: Zipchat clarifies customer needs first, then suggests 2-3 relevant options with clear explanations of why each product fits their requirements.

Compatibility guidance: The AI instantly answers device compatibility questions across iPhone and Samsung model ranges, reducing confusion about MagSafe accessory fit.

Upselling capabilities: Natural conversation flow allows Zipchat to suggest complementary accessories and bundles based on customer selections without being intrusive.

The AI maintains consistency across all product categories, from basic protective cases to specialty items like the Limited Edition Serie A collection. This ensures every customer interaction reflects Just In Case Italia's brand standards regardless of when they visit the site.

Results

Just In Case Italia achieved a 90% reduction in repetitive support tickets while improving customer conversion rates through instant, accurate assistance.

Zipchat now serves as the first line of customer support, handling routine inquiries 24/7 and allowing the human support team to focus on complex cases requiring specialized attention. The AI assistant provides immediate answers to compatibility, shipping, and product selection questions that previously created bottlenecks in the customer journey.

Support efficiency improvements

• 90% reduction in repetitive support tickets for compatibility, shipping, and returns
• 24/7 availability eliminates customer wait times for basic inquiries
• Support team freed up to handle complex, high-value customer issues
• Consistent brand voice maintained across all customer interactions

Conversion optimization results

• Significant reduction in abandoned chat conversations
• Fewer "I'll think about it" responses from customers
• More confident purchase decisions through guided product selection
• Increased upsell opportunities with natural accessory recommendations
• Better order accuracy with fewer wrong product selections

The AI's recommendation approach mirrors effective sales techniques by clarifying needs before suggesting options. Customers receive 2-3 relevant product suggestions with clear explanations, leading to more confident purchases and higher satisfaction rates.

"Zipchat feels more 'store-ready' than most chatbots. It answers fast, stays on-brand, and doesn't hallucinate random info. Overall, it's less like a generic AI and more like a trained sales assistant."
Anton, Just In Case Italia

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What stood out to you about Zipchat compared to other AI chatbots?

Zipchat feels more “store-ready” than most chatbots. It answers fast, stays on-brand, and doesn’t hallucinate random info. What I noticed most is how naturally it handles real retail conversations: it asks the right follow-up questions, understands intent, and keeps the customer moving toward a decision without sounding pushy. Setup was simple, and the tone is consistent across different product categories. Overall, it’s less like a generic AI and more like a trained sales assistant.

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Which specific problem did Zipchat help you solve?

It helped us reduce repetitive customer questions that were slowing down support and hurting conversion things like compatibility, shipping times, returns, and “which one should I pick?” Zipchat now handles the first line of assistance 24/7, so our team focuses on the complex cases. The biggest win: fewer abandoned chats and fewer “I’ll think about it” moments, because customers get clear answers instantly and feel guided to the right option.

How effective is Zipchat at recommending products to your customers?

Very effective. Zipchat recommends products in a way that matches how a good salesperson works: it clarifies needs first, then suggests 2–3 relevant options with a simple explanation of why. Customers don’t feel overwhelmed, and the recommendations stay aligned with what’s actually available. We’ve seen more confident purchases, fewer wrong orders, and better upsell opportunities (like suggesting accessories or bundles) without annoying the customer. It’s practical and conversion-focused.

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