How Printo ensured quick, reliable support across channels with AI-driven assistance

With Printo

50%
faster support responses
45%
reduction in support workload
30%
more order completions
Company

Printo

https://printo.in/
Headquarters

India

Industry
Industrial & Manufacturing
Key features used
Rex AI agent
Inbox
Workflows
AI Assist
AI copilot

Meet Printo

Printo is one of India’s leading online printing and custom merchandise brands. They offer a wide range of products, including business cards, stationery, corporate gifts, apparel, and marketing materials. With thousands of SKUs, bulk order options, customization requests, and a high volume of B2B/B2C traffic, Printo receives numerous customer inquiries every day. To provide a quick, accurate, and high-quality customer support experience is essential for Printo’s brand reputation. However, managing such a large volume of inquiries manually can slow down both the customer journey and internal operations.

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The Challenge: High-Volume, Repetitive Queries Slowing Down Support

Printo’s customers often ask similar questions, such as:

- “What format should I use to upload my artwork?”
- “Can I order this product in bulk?”
- “What is the delivery time for my city?”
- “Can I make changes to my design after placing an order?”

With thousands of these questions coming in through WhatsApp, the website, and email, the support team struggled to respond quickly. This resulted in slower resolution times, increased workload for agents, and sometimes even abandoned orders when customers did not receive timely answers.

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The Solution: AI-Powered Automated Support with BotSpace

With BotSpace, Printo has implemented an AI assistant that can instantly answer common questions about file formats, customization options, product specifications, delivery timelines, reprints, and more. This AI agent connects to Printo's knowledge base and product catalog, providing customers with accurate answers in seconds—eliminating the need to wait for a human agent.

For complex or sensitive issues, the AI seamlessly transfers the conversation to a live agent, ensuring that no inquiries are overlooked. This combination of automation and human support enables Printo to manage high volumes of customer queries without sacrificing the quality of service.

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Results: Enhanced Support, Streamlined Operations, and Increased Conversions:

Since implementing BotSpace, Printo has achieved:

  • 50% faster response times, significantly reducing customer wait times
  • 40% less manual workload, allowing the team to focus on priority tasks
  • 30% higher order completion rates, driven by prompt support at crucial purchasing moments
  • A more consistent customer experience, with standardized and accurate responses