Executive Summary
The biggest source of wasted time for PetStore Direct was “Where is my order?” calls. Checking tracking numbers manually across UPS, FedEx, USPS, and other carriers slowed down support and frustrated customers.
TIN built a fully automated shipping agent that can access live tracking data in seconds, answer all delivery-related questions, and provide proactive explanations of delays.
The Challenge
Shipping inquiries overwhelmed the team because:
- Groomers rely on fast delivery
- Customers aren’t always home to check emails
- Some customers don’t understand carrier statuses
- Support agents had to search manually across carriers
This created bottlenecks and dissatisfaction.
The Solution
TIN developed a Shipping AI Agent that delivers real-time tracking updates, delivery windows, and status explanations instantly — 24/7.
What We Delivered (Deep Detail)
ShipStation Integration
- Multi-carrier tracking
- Order number → tracking number resolution
- Direct pull of shipment status
- Clear explanation of carrier codes (“In Transit”, “Awaiting Scan”, etc.)
Caller Identification Logic
- Match caller name, email, or phone to an order
- Handle multiple orders per customer
- Escalate if no match is found
Automated Shipping Explanations
- Weather delays
- Address issues
- Carrier exceptions
- Re-routed shipments
Customer-Friendly Delivery Windows
- Expected delivery date
- Past-due shipment reminders
- What to do if a package is lost
Results
The AI Shipping Agent:
- Reduced WISMO calls dramatically
- Reduced support agent workload
- Created more accurate and consistent communication
- Made customers more self-sufficient
Client Impact
PetStore Direct now provides real-time shipping transparency at scale — making customer experience significantly smoother while freeing staff capacity.
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