Moja.ro & Passofino.com

Both companies faced similar challenges managing online orders. In fashion e-commerce, a large share of orders are cash-on-delivery, meaning telephone confirmation is essential to avoid shipping parcels that customers ultimately refuse to collect.

We deployed a team of virtual voice agents for both stores handling both outbound and inbound calls. For every new order placed, the AI agent automatically calls the customer to confirm the order details, delivery address, and any other relevant information. For inbound calls, the virtual agent handles frequently asked questions about order status and return procedures.

The unclaimed parcel rate dropped by 54%, translating directly into fewer lost sales and substantial savings on shipping and return costs. Customer satisfaction improved as clients appreciate receiving help and information at any time without waiting on hold. Both companies successfully right-sized their call-center teams, reducing headcount requirements by approximately 30%.