Drake Waterfowl, a leading outdoor apparel brand, was facing a surge in customer service inquiries that were straining their support team. They needed a solution to enhance efficiency, reduce response times, and improve the overall customer experience—without increasing operational costs. Parkfield Commerce stepped in to implement an AI-driven chatbot using Voiceflow, seamlessly integrating it with Shopify, Freshdesk, and Loop Returns.

‍

Drake Waterfowl’s customer service team was struggling with an influx of repetitive inquiries, which left agents overwhelmed and slowed down response times. Manual processes for handling returns and exchanges created bottlenecks and delays, frustrating customers and internal teams alike. Additionally, the lack of 24/7 support meant customers often had to wait for business hours to receive help, leading to dissatisfaction and lost opportunities for resolution.

As a result of the implementation, Drake Waterfowl reduced support ticket volume by 60%, as the AI chatbot successfully handled the majority of repetitive inquiries. Customers benefited from 24/7 support, receiving immediate answers and assistance at any time of day. The returns process became significantly more efficient through automated guidance via Loop Returns, which streamlined exchanges and refunds. Most importantly, the company experienced meaningful operational cost savings by reducing manual workloads, allowing their support team to focus on high-value interactions without compromising service quality.