8 support staff. 16 countries. 7-hour average response time. Customers walking away.
1The Challenge
A Zhejiang-based electric tools exporter selling hand drills, angle grinders, and industrial equipment across 16 countries in Europe and North America. The support team of 8 was drowning.
Time zone chaos meant inquiries piled up for 7+ hours. Peak periods? 24 hours before anyone responded.
The same questions kept coming—voltage compatibility, spare parts, warranty policies. Support staff were human FAQ machines.
During sales events, inquiries tripled. Staff couldn't keep up. Customers vanished to competitors.
2The Solution
Instead of throwing more people at the problem, the company deployed REPAI with a clear, strategic approach.
3First Results
Within 30 days, average response time dropped from 7 hours to 2 minutes. The support team went from reacting to proactively improving service quality.
4The Impact
From bottleneck to breakthrough. Every metric moved in the right direction.
"Before REPAI, we were drowning. Now we're growing. The AI handles 80% of inquiries, and my team focuses on high-value customers."
Expanding to 5 more markets in 2026. Planning to add REPAI-powered product recommendations to increase average order value.
