A local sneaker brand blowing up online — with a support team that couldn't keep up.
They started as a small sneaker resell page on Instagram and grew into a legit local brand with their own website, original colorways, and a loyal following across the Philippines. Business was good. Really good. But their two-person support team was spending 3–4 hours a day just answering the same messages over and over.
Local Sneaker & Apparel Brand — Philippines
2-person support team · 80–120 customer messages per day · Mostly repeat questions about sizing, stock, shipping, and order status · Goal: automate routine inquiries so the team can focus on actual customer issues.
Same questions. Every single day. The team was exhausted.
You know what their top 5 messages were? "What sizes are available for [shoe]?" "Do you have this in black?" "How long does shipping take?" "I haven't received my order yet." "Do you ship to [province]?" That's it. That was probably 70% of their inbox — and it was eating their entire morning.
The worst part? Customers messaging at 11pm were waiting until the next morning for a reply. In e-commerce, that wait time costs sales. Someone asks if a shoe is available, doesn't get an answer, and buys from someone else. It was happening more than they realized.
A chatbot that knows the brand — and never goes offline.
We built a custom AI chatbot using Tidio and GPT-4 as the brain. We trained it on their full product catalog, sizing guides, shipping policy, and FAQs. It lives on their website and handles incoming inquiries instantly — day or night.
For anything, the bot can confidently reply to customer complaints, custom orders, payment issues — it collects the customer's details and flags it for the team with full context. The team wakes up to a clean queue of only the things that actually need a human.
Simple stack. Powerful results.
Trained on the brand. Talks like the brand. Never sleeps.
- Trained on full product catalog — sizes, colorways, stock availability, and pricing
- Shipping policy built in — answers province-specific shipping questions instantly
- Order status lookup — customers type their order number and get live updates
- Size guide assistant — helps customers find their right fit based on measurements
- Smart escalation — detects complaints or complex issues and routes to the human team
- Full context handoff — team sees the entire conversation before they reply
- Google Sheets logging — every conversation logged automatically for review and improvement
Getting it to sound like the brand — not a robot.
The bot sounded too formal and robotic for a hype streetwear brand
First version of the chatbot was technically correct but felt off. The brand's vibe is casual, friendly, and local. The bot was responding like a customer service manual. Customers were noticing and it felt inauthentic to the brand identity.
Generic system prompt with no brand voice guidelines
The initial prompt didn't include any instructions about tone, personality, or how the brand typically communicates. GPT-4 defaulted to a neutral, professional tone — which clashed with the brand's casual, hype-culture voice.
Custom brand voice prompt with personality guidelines and examples
We rewrote the system prompt to include the brand's tone of voice, example responses, words to use and avoid, and how to handle different types of customers. The bot went from sounding like a corporate help desk to sounding like a knowledgeable friend who really knows kicks. Customer feedback immediately improved.
The team went from drowning to actually enjoying their job again.
70% of incoming messages are now handled fully by the chatbot — no human needed. The team's daily support workload dropped from 3–4 hours to under an hour. Response times went from "next morning" to under a minute, even at midnight. And the brand's customer satisfaction actually went up — because customers were getting answers faster than ever before.
What they said.
Dati every morning pag nagbubukas kami ng DMs, parang ang daming messages na need namin i-reply — lahat halos same questions pa. Ngayon yung chatbot na ang sumasagot, kami nalang ang nag-aasikaso ng mga talagang kailangan ng tao. Sobrang nakatulong. Mas nae-enjoy na namin yung trabaho.
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