{"id":9447,"date":"2026-02-27T12:31:06","date_gmt":"2026-02-27T12:31:06","guid":{"rendered":"https:\/\/www.virtualcontact.ai\/case-studies\/automate-customer-requests-for-orders-and-shipments-in-real-time\/"},"modified":"2026-05-21T13:45:35","modified_gmt":"2026-05-21T13:45:35","slug":"automating-customer-requests-for-orders-returns-and-shipments-in-real-time","status":"publish","type":"case-studies","link":"https:\/\/www.virtualcontact.ai\/en\/case-studies\/automating-customer-requests-for-orders-returns-and-shipments-in-real-time\/","title":{"rendered":"Automating customer requests for orders, returns and shipments in real time"},"content":{"rendered":"\n<p>Subdued is one of Italy&#8217;s leading fashion brands, with over 1,000 employees, 150 stores across Europe, the USA and Asia, and a rapidly growing e-commerce channel.<br><br>With approximately 4,000 orders per day and a team of 8 customer care agents, the company managed a high volume of requests related to returns, shipping, product information and post-sale support.<br><br>Before Virtual Contact, communications were fragmented across a traditional phone system, email, and a generic ticketing tool. There was no automatic routing by skill: every agent had to manually assess each request before handling it, resulting in suboptimal response times and a high operational workload.<br><br>Virtual Contact made it possible to centralise phone, chat, email and ticketing in a single interface, integrating the CRM with Magento for real-time order synchronisation and with Freshdesk, which was already in use. The chatbot handles first-level support \u2014 FAQs, order status, returns \u2014 with automatic escalation to a human agent for complex cases.<br><br>The result: a more efficient team, reduced response times and a consistent customer experience across all channels.<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p>&#8220;With Virtual Contact we finally have one single system to manage all requests. The team works better, response times have dropped and customers get faster, more accurate answers.&#8221;<br><br>\u2014 Head of Customer Care, Subdued<\/p>\n<\/blockquote>\n","protected":false},"featured_media":9769,"template":"","meta":{"_acf_changed":true},"case-studies-categories":[71],"class_list":["post-9447","case-studies","type-case-studies","status-publish","has-post-thumbnail","hentry","case-studies-categories-e-commerce-retail-en"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.virtualcontact.ai\/en\/wp-json\/wp\/v2\/case-studies\/9447","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.virtualcontact.ai\/en\/wp-json\/wp\/v2\/case-studies"}],"about":[{"href":"https:\/\/www.virtualcontact.ai\/en\/wp-json\/wp\/v2\/types\/case-studies"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.virtualcontact.ai\/en\/wp-json\/wp\/v2\/media\/9769"}],"wp:attachment":[{"href":"https:\/\/www.virtualcontact.ai\/en\/wp-json\/wp\/v2\/media?parent=9447"}],"wp:term":[{"taxonomy":"case-studies-categories","embeddable":true,"href":"https:\/\/www.virtualcontact.ai\/en\/wp-json\/wp\/v2\/case-studies-categories?post=9447"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}