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CostCare AI communicates very naturally with customers in different languages and is really good at upselling. It does more than answer questions — the agent holds conversations like a sales representative and spots opportunities for additional sales.
Client profile
Client: Fashion brand (under NDA)
Industry: E-commerce
Markets: Kazakhstan, Ukraine
Channels: Instagram, WhatsApp, Facebook
Integrations: Kommo CRM, Nova Poshta
Goal: Automate chat sales, initiate and handle customer inquiries 24/7, and scale e-commerce without a proportional increase in the sales team.
The challenge
Limited capacity to scale sales
For a fashion brand, conversations on social media and messaging apps are more than a support channel. Much of the customer journey takes place directly in the chat.
Shoppers ask about styles, sizes, availability, and product details. Sales representatives need to respond quickly, understand each customer's needs, help them choose, address objections, and guide the conversation through to an order.
Before implementing CostCare AI, a team of 2–3 sales representatives handled incoming inquiries. As inquiry volumes grew, the size of the team became a natural constraint on sales growth.
Response delays built up during the day and at night
Some messages arrived outside business hours, and in certain cases customers waited up to 12 hours for a first response.
For fashion brands, these delays directly affect sales. A customer ready to order now may not be willing to wait until the next business day for a reply.
Low conversation-to-order conversion for the sales team
The sales team's conversion rate was around 5–10%.
The client could only handle more inquiries by hiring additional sales representatives as traffic grew. But the business wanted a model in which sales growth did not require a proportional expansion of the sales team.
A conventional chatbot could not deliver effective sales conversations
The company needed more than a conventional chatbot. It needed an AI sales agent capable of holding conversations like a sales representative: understanding context, advising on products, helping customers choose, addressing objections, recommending additional items, and guiding customers to an order. Above all, it needed to do this 24/7, regardless of how many inquiries came in at once.
The solution
CostCare AI was integrated into the online sales process across Instagram, WhatsApp, and Facebook.
Configured for the business, CostCare AI guides shoppers from their first message to a completed order and automates tasks that previously required a sales representative.
CostCare AI advises customers and takes orders 24/7
CostCare AI handles incoming customer inquiries regardless of the time of day or the team's workload:
- advises customers on the product range;
- helps them choose a style and size;
- identifies products and checks availability;
- answers customer questions;
- addresses objections;
- collects the information needed to place an order;
- places orders.
Sales automation therefore goes beyond FAQs or the first reply in a chat. CostCare AI continues guiding the customer toward a concrete business outcome: a completed order.
AI drives additional sales through upselling and cross-selling
Upselling and cross-selling became a dedicated part of the sales flow.
CostCare AI analyzes the conversation context and can suggest a relevant style, an alternative option, or an additional product.
This means CostCare AI does more than automate incoming inquiries. It also identifies opportunities to increase order value without involving a sales representative in every conversation.
The team highlights both the volume and quality of additional sales as a particular strength.
Kommo CRM integration automates data handling
CostCare AI is integrated with Kommo CRM, making AI part of the sales process rather than a separate tool.
During a customer conversation, the agent can send the necessary information to the CRM and keep lead data up to date.
This automates not only customer communication but also some of the operational work that sales representatives previously handled manually.
Automated follow-ups bring customers back to the purchase
Not every customer is ready to place an order during the first conversation.
That is why CostCare AI also automates follow-up communication.
If a shopper stops at a particular stage, CostCare AI can resume the conversation, re-engage them, and continue guiding them toward a purchase.
This makes it possible to follow up systematically with both new inquiries and potential buyers who did not complete their order right away.
CostCare AI follows business rules
Automating e-commerce sales requires more than natural conversation. The process also needs to stay under control.
In situations where accuracy is critical, CostCare AI follows the business's instructions precisely. In sales conversations, the agent can also adapt to the shopper's needs, the context, and their language.
This combines the flexibility of a human sales representative with the consistency of an automated process.
Complex cases are handed over to a human
As a result, CostCare AI handles typical sales scenarios independently, while the team steps in where human involvement is truly needed.
Implementation
The initial CostCare AI implementation took around one week.
During that time, the teams configured the AI platform around the brand's sales process, integrations, product range, customer workflows, and communication rules.
After launch, the teams spent about another week refining the system based on real customer conversations. This approach made it possible to launch sales automation quickly and then optimize CostCare AI using actual incoming inquiries.
They also configured scenarios requiring particular flexibility — such as identifying products from photos or videos, handling objections, upselling, and cross-selling — to make CostCare AI part of the company's e-commerce sales process.
Results
handled by CostCare AI in the first 2.5 months — 24/7, every day.
placed through unique chat conversations.
in total AI platform costs over 2.5 months.
with total order revenue of $120,004.
The ratio of sales revenue to AI costs was approximately 30×: every $1 spent on CostCare AI corresponded to around $30 in sales revenue. The average CostCare AI cost per order was $2.40. But the clearest sign of scalability was the AI agent's performance during peak demand.
At the start, CostCare AI handled 1,849 conversations in a week. During the peak week, that figure rose to 3,958 — a 2.1-fold increase.
Conversion did not fall: it rose from 15.5% at the start to 18% during the peak week. The cost per order stayed close to $2 each week, regardless of traffic volume.
This changed the scaling model. Previously, higher traffic meant more pressure on 2–3 sales representatives, longer queues, slower replies, and a greater risk of losing potential buyers. With automation, the business can handle more incoming inquiries without a proportional increase in hiring.
Following the results in Kazakhstan, the fashion brand is expanding CostCare AI to its main market: Ukraine.
What sales automation means for e-commerce businesses
For e-commerce businesses, more leads do not always mean more sales, especially when customer communication happens on Instagram, WhatsApp, Facebook, and other messaging apps. Higher traffic increases the workload for sales representatives, leading to slower replies, lost orders, and pressure to expand the team.
CostCare AI automates every stage of e-commerce sales: product advice and selection, objection handling, upselling, cross-selling, order placement, CRM integration, and follow-ups.
Over 2.5 months, CostCare AI helped handle more than 10,000 conversations and place 1,677 orders without a proportional expansion of the sales team.
The result of sales automation: more traffic → more conversations handled → more sales without expanding the team.
Revenue in this case study means the total value of orders placed, not profit or revenue net of returns. Orders are requests submitted through CostCare AI chats and passed on for processing. Fourteen orders without a valid price were excluded from the revenue calculation.
Turn gaps in customer responses into revenue
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CostCare AI automated sales and incoming inquiries across Instagram, WhatsApp, and Facebook: product advice, style and size selection, availability checks, objection handling, upselling and cross-selling, data collection, order placement, follow-ups, and CRM workflows.
Over 2.5 months, CostCare AI handled 10,000 conversations and helped place 1,677 orders worth $120,004 in sales revenue. Conversation-to-order conversion reached around 18%, with a sales-revenue-to-AI-cost ratio of 30×.
CostCare AI communicates with customers on Instagram, WhatsApp, and Facebook and integrates with Kommo CRM. This brings customer communication, order placement, and lead data management together in a single sales process.
This case study is relevant to online stores and e-commerce brands with high volumes of inquiries on messaging apps and social media. It is especially relevant to companies looking to automate chat sales, serve customers 24/7, handle more inquiries, and scale order volumes without a proportional increase in sales staff.
