“I never expected a digital employee to make such a difference. It handles my messages, keeps customers engaged, and turns conversations into sales while I focus on growing my brand.”

The challenge: one inbox, many kinds of requests

A clothing brand’s inbox is never just one kind of conversation. One customer wants to know which size fits their build or whether the fabric stretches. Another is ready to order. Another wants to know where their parcel is, or needs a problem sorted out after delivery.

Each of those requests needs a different response, and each one matters. A sizing question left unanswered is a customer who shops elsewhere. An order request that sits in the queue is an order that may never be placed. An issue that goes unresolved is a customer who doesn’t come back.

When messages arrive faster than a team can handle them, some wait, some get buried and some are never answered. And customers write in the evening and at the weekend too, exactly when the team is offline.

The Unifunl solution

Ozark brought Unifunl in as its digital employee team: a set of digital employees that each take on a front-line role, working from one unified inbox where every customer message lands and nothing gets lost.

One works as after-sales service, following up with customers once their order is placed. One handles customer support, answering questions and sorting out problems. When a request needs the team, it opens a ticket with the customer’s details so nothing has to be asked twice. And when a customer is ready, it places the order and converts the client right in the conversation.

None of them are scripted FAQ bots. Each one understands what the customer actually needs and handles the request the way a trained team member would.

Answer detailed questions about the clothing

Size, fit, fabric, colour, availability: the digital employee answers the product questions that used to pile up in the inbox, the moment they’re asked, with the detail a customer needs to decide.

Open tickets and place orders in the conversation

When a customer has a request the team needs to handle, the digital employee opens a ticket with everything already captured, instead of leaving the message in a queue. When a customer is ready to buy, it takes the order there and then.

Customers who are still deciding get the guidance they need to move forward, which is how clients are converted without a sales push.

Available 24/7, with the team in control

The digital employee works around the clock, so a customer writing late in the evening or at the weekend gets the same service as anyone writing at noon.

The team no longer has to be online for the front line to run. They step in only when a conversation genuinely needs a human, and spend the rest of their time on the brand.

The results

More than 1,000 conversations have been handled through the unified inbox, and not one has been lost along the way. In 7 days alone, the digital employees delivered more than 200 resolutions. Questions get answered, tickets get opened and orders get placed, at any hour.

The business side follows: 11k in revenue over 7 days. For Ozark, the inbox has stopped being a backlog and become a front line that runs on its own.