Challenge
A Belgian haircare brand sells through its Shopify store and its own salons. Questions about products, orders and appointments arrive on the website chat, WhatsApp, Instagram and email, and many of them come in the evening and at weekends, when the team is busy in the salons or off.
Solution
The brand connected Shopify and Calendly and turned Kai Support on for the website chat, WhatsApp and Instagram. Kai answered its first customer 1.7 hours after the workspace was created. The team keeps email and takes the conversations Kai hands over.
Result
Over the 90 days to October 24, 2026:
- Kai took 456 conversations, about 150 a month, and 62% of them needed no person.
- 47% came outside business hours (Monday to Friday, 9 to 6), 18% at weekends.
- Kai answers in a median of 9 seconds. When a person answers, the median first reply takes 6.8 hours.
- The share Kai handles alone grew from 51% in its first month (May 2025) to 64% in September 2026.
Numbers are measured in Gleap. A conversation counts as handled by Kai when nobody asked for a person, no teammate replied and nothing was escalated.
See how Gleap works for online shops: AI chatbot for ecommerce.
