The Challenge

SAADAA's customer-first ethos meant support wasn't just a function—it was a reflection of the brand itself. As the company scaled, this presented significant challenges.

High-volume, multi-channel complexity:

With customers reaching out via WhatsApp, Instagram DMs, email, and Facebook Messenger, the support team was managing conversations across fragmented platforms. Peak seasons and new launches amplified volume unpredictably.

Repetitive inquiries consuming agent time:

The majority of tickets fell into predictable categories—return and exchange requests (accounting for over 30% of all inquiries), order tracking and logistics, refund status, size guidance, and collaboration requests from influencers. Human agents were spending significant time on queries that followed consistent patterns.

Response time expectations:

Modern e-commerce customers expect near-instant responses. With a small team managing thousands of weekly inquiries, first response times stretched into hours, impacting customer satisfaction during critical moments in the purchase journey.

Maintaining brand voice at scale:

SAADAA's warm, personal communication style—often mixing Hindi and English naturally—was difficult to preserve as volume increased and response templates became necessary.

The Solution

SAADAA partnered with SagePilot to deploy AI-powered customer support agents that could operate across all channels while maintaining the brand's authentic voice.

Multi-channel AI deployment:

SagePilot's AI agents were integrated across SAADAA's entire support ecosystem—WhatsApp, Instagram, email, and web chat—creating a unified support experience regardless of where customers chose to connect.

Deep e-commerce integration:

The AI agents were connected directly to SAADAA's Shopify backend, enabling them to instantly access order details, shipment tracking, inventory status, and return eligibility. When a customer asks about their order, the AI retrieves real-time information and provides personalized responses specific to that transaction.

Intelligent escalation and human handoff:

SagePilot's system was configured to recognize complex scenarios—damaged product claims, multi-item exchanges requiring special handling, or frustrated customers—and seamlessly route these to human agents with full conversation context intact.

Brand-aligned AI personas:

SAADAA's AI agents were trained to embody the brand's warm, helpful personality, naturally incorporating the bilingual communication style (Hindi-English) that resonates with their customer base.

The Results

SagePilot delivered transformative results across every dimension of SAADAA's support operation:

86% AI Resolution Rate

Out of all customer inquiries where AI was involved, 86% are fully resolved without human intervention. The AI handles everything from order status updates and return initiation to product recommendations and sizing guidance—end-to-end.

94% Peak Deflection on High-Performing Channels

On optimized channels, SAADAA's primary AI agent achieves a 94% deflection rate, meaning nearly all routine inquiries are resolved instantly by AI, freeing human agents for complex cases that genuinely require their expertise.

14-Second Average Response Time

Compared to the previous average human first response time of over 2 hours, SagePilot's AI agents now respond in just 14 seconds on average—a response time improvement of over 99%. Customers receive instant, accurate answers around the clock.

82% of All Replies Now AI-Generated

Of all customer-facing messages sent, 82% are composed and delivered by AI agents. This represents a fundamental shift in how support operations scale—without proportional headcount increases.

3.9 Inferred Customer Satisfaction Score

AI-handled conversations maintain a strong inferred CSAT of 3.9 out of 5, demonstrating that automated support doesn't compromise the customer experience that built SAADAA's loyal following.

24/7 Support Coverage

SagePilot enables SAADAA to offer round-the-clock customer support without night shifts or weekend rotations. Whether a customer in Mumbai has a question at 2 AM or someone in a tier-3 city reaches out on a holiday, they receive an immediate, helpful response.

Key Use Cases Automated

SagePilot's AI agents handle SAADAA's highest-volume inquiry types with precision:

Return & Exchange Processing

The top category of inquiries, AI agents guide customers through the entire return and exchange flow—checking eligibility, explaining the 7-day return policy, initiating pickup requests, and confirming replacement options including size or color changes.

Order Tracking & Logistics

Customers receive instant updates on order status, expected delivery dates, and real-time shipment tracking by simply providing their order ID. The AI pulls live data directly from the logistics system.

Refund Status & Payment Queries

AI agents provide accurate refund timelines, explain processing status, and set appropriate expectations—dramatically reducing follow-up inquiries about "where is my refund."

Pre-Sale Product Guidance

Questions about fabric composition, size recommendations, color availability, and styling suggestions are handled instantly, helping convert browsers into buyers.

Collaboration & Influencer Requests

With a significant volume of influencer collaboration inquiries, AI agents qualify requests, provide collaboration guidelines, and route qualified creators to the appropriate team.

The Impact

By implementing SagePilot, SAADAA has fundamentally transformed its customer support operation:

Scalability without proportional cost:

As SAADAA grows toward millions of customers, support capacity scales automatically. The company can handle peak season surges, viral social media moments, and new launch spikes without emergency hiring.

Human agents focused on high-value interactions:

With AI handling routine inquiries, SAADAA's support team now dedicates their time to complex cases, relationship building, and turning frustrated customers into advocates.

Consistent experience across touchpoints:

Whether a customer reaches out on Instagram at midnight or via email during business hours, they receive the same quality of instant, personalized support.

Operational intelligence:

SagePilot's analytics provide SAADAA with deep visibility into customer sentiment, trending issues, and support performance—enabling proactive improvements to products, policies, and processes.

Looking Ahead

SAADAA continues to expand its use of SagePilot across additional touchpoints and capabilities. With plans to extend into voice support, proactive outbound messaging for delivery updates, and deeper personalization based on customer purchase history, the partnership is positioned to evolve alongside SAADAA's ambitious growth trajectory.

For a brand built on the principle of making better basics accessible to everyone, SagePilot ensures that exceptional customer support is equally accessible—instant, personal, and available whenever customers need it.