Australian E-commerce Stores Saving 20% on Customer Support with AI
AI workflows for automating customer inquiries
Mirai Team
June 10, 2026
Australian e-commerce stores are facing increasing pressure to provide top-notch customer support while keeping costs under control. With the rise of online shopping, customer inquiries have skyrocketed, and companies are struggling to keep up with the demand. A recent study found that the average e-commerce store in Australia spends around $15,000 per month on customer support, with some larger stores spending upwards of $50,000. By implementing AI workflows, these stores can automate a significant portion of their customer inquiries, resulting in cost savings of up to 20%.
The State of Customer Support in E-commerce
The current state of customer support in e-commerce is largely manual and reactive. Customers submit inquiries via email, phone, or social media, and support agents respond to each query individually. This approach is not only time-consuming but also prone to errors and inconsistencies. Moreover, it can lead to long response times, high support costs, and low customer satisfaction. To stay competitive, Australian e-commerce stores need to adopt a more proactive and automated approach to customer support.
The Benefits of AI-Powered Customer Support
AI-powered customer support offers numerous benefits, including faster response times, lower support costs, and improved customer satisfaction. By automating routine inquiries, support agents can focus on more complex issues that require a human touch. Additionally, AI-powered support systems can provide 24/7 support, personalized responses, and multilingual support, making it an attractive solution for e-commerce stores that operate globally.
For example, a mid-sized e-commerce store in Australia that sells outdoor gear and apparel was able to reduce its customer support costs by 22% by implementing an AI-powered chatbot. The chatbot was able to handle around 30% of all customer inquiries, freeing up support agents to focus on more complex issues. As a result, the store was able to reduce its support costs from $12,000 per month to $9,300 per month, while also improving its customer satisfaction ratings.
Implementing AI Workflows for Customer Support
To implement AI workflows for customer support, Australian e-commerce stores can follow a few key steps. First, they need to identify the most common customer inquiries and develop a knowledge base that provides answers to these questions. Next, they can integrate an AI-powered chatbot or virtual assistant that can access this knowledge base and provide automated responses to customer inquiries. Finally, they can monitor and evaluate the performance of their AI-powered support system, making adjustments as needed to ensure that it is providing effective and efficient support.
A Real-World Example
A great example of an Australian e-commerce store that has successfully implemented AI-powered customer support is The Iconic, a popular online retailer that sells fashion and lifestyle products. The Iconic uses an AI-powered chatbot to handle customer inquiries, such as tracking orders, returns, and exchanges. The chatbot is able to provide personalized responses and real-time updates, making it a valuable resource for customers. As a result, The Iconic has seen a significant reduction in its customer support costs, while also improving its customer satisfaction ratings.
Overcoming Common Challenges
While AI-powered customer support offers many benefits, it also presents some challenges. One of the most common challenges is integrating AI workflows with existing customer support systems. To overcome this challenge, Australian e-commerce stores can work with experienced AI implementation partners that can help them develop a seamless integration strategy. Another challenge is ensuring the accuracy and consistency of AI-powered responses. To address this challenge, stores can regularly review and update their knowledge base, making sure that it is accurate and up-to-date.
The Future of Customer Support in E-commerce
The future of customer support in e-commerce is automated, personalized, and proactive. With the help of AI workflows, Australian e-commerce stores can provide 24/7 support, multilingual support, and real-time updates, making it easier for customers to get the help they need. As AI technology continues to evolve, we can expect to see even more innovative solutions for customer support, such as predictive analytics and sentiment analysis.
To get started with AI-powered customer support, Australian e-commerce stores can take the following next steps:
- Conduct an audit of their current customer support processes to identify areas where AI can be applied
- Develop a knowledge base that provides answers to common customer inquiries
- Integrate an AI-powered chatbot or virtual assistant that can access this knowledge base and provide automated responses to customer inquiries
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.