Australian E-commerce Businesses: Saving 15% on Customer Support with AI
AI tools help e-commerce businesses reduce support queries
Mirai Team
June 2, 2026
Australian e-commerce businesses receive an average of 200 customer support queries per month, with each query costing around $15 to resolve. This translates to $3,000 per month, or 5% of the average monthly revenue for a small to medium-sized online store. By implementing Artificial Intelligence (AI) tools, e-commerce businesses can reduce the number of support queries they receive, resulting in significant cost savings. For example, a study by Oracle found that AI-powered chatbots can help businesses save up to 15% on customer support costs.
Introduction to AI-Powered Customer Support
AI-powered customer support tools use machine learning algorithms to analyze customer queries and provide personalized responses. These tools can be integrated into various platforms, including websites, social media, and messaging apps. By automating routine customer support tasks, businesses can free up time for their support teams to focus on more complex issues. This not only improves customer satisfaction but also reduces the workload of support staff, leading to increased productivity and reduced turnover.
Benefits of AI-Powered Customer Support
The benefits of AI-powered customer support are numerous. For one, 24/7 support is possible without the need for a large team of support staff. Additionally, AI-powered support tools can provide multilingual support, allowing businesses to cater to a global customer base. Moreover, these tools can analyze customer data to provide personalized recommendations, increasing the chances of upselling and cross-selling. According to a study by Gartner, businesses that use AI-powered customer support tools see a 25% increase in customer satisfaction and a 30% increase in sales.
A great example of a business that has successfully implemented AI-powered customer support is Australian online retailer, The Iconic. The company uses an AI-powered chatbot to handle customer queries, providing personalized product recommendations and resolving issues in real-time. As a result, The Iconic has seen a significant reduction in support queries, with a 20% decrease in the number of phone calls and emails received. This has not only saved the company time and money but also improved customer satisfaction, with a 95% positive rating on social media.
Implementing AI-Powered Customer Support
Implementing AI-powered customer support tools is easier than ever, with many cloud-based solutions available. These solutions offer scalable pricing plans, making them accessible to businesses of all sizes. When choosing an AI-powered customer support tool, businesses should consider factors such as integration with existing systems, customization options, and customer support. It’s also essential to train the AI model on existing customer data to ensure it can provide accurate and personalized responses.
Some popular AI-powered customer support tools for e-commerce businesses include Zendesk, Freshdesk, and Salesforce. These tools offer a range of features, including chatbots, email support, and social media integration. By choosing the right tool and implementing it correctly, businesses can start seeing the benefits of AI-powered customer support within a few weeks.
Measuring the Success of AI-Powered Customer Support
To measure the success of AI-powered customer support, businesses should track key metrics such as customer satisfaction, support query resolution rate, and cost savings. By monitoring these metrics, businesses can identify areas for improvement and make data-driven decisions to optimize their support strategy. For example, if a business finds that its chatbot is not resolving queries effectively, it can retrain the AI model or add more customer support staff to handle complex issues.
By measuring the success of AI-powered customer support, businesses can ensure they are getting the most out of their investment. This not only saves them time and money but also improves customer satisfaction, leading to increased loyalty and retention. According to a study by Forrester, businesses that use AI-powered customer support tools see a 15% increase in customer retention, resulting in significant revenue growth.
Next Steps
To start saving 15% on customer support costs, Australian e-commerce businesses can take the following next steps:
- Research and compare different AI-powered customer support tools to find the one that best suits their needs
- Implement a cloud-based solution and integrate it with existing systems
- Train the AI model on existing customer data and monitor key metrics to optimize support strategy By taking these steps, businesses can reduce support queries, improve customer satisfaction, and increase revenue growth, all while saving time and money on customer support costs.
Ready to implement this in your business? Mirai deploys AI automation for SMBs across the US, UK, Canada, and Australia — typically in under a week.
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Written by Mirai Team
The Mirai team builds AI automation systems for Western SMBs. We write about what we're building, what we're learning, and what's actually working.