The Online Shop That Cut 15 Hours of Support Work Down to 2
A solo handmade jewelry shop on BASE. Spending 15 hours a week on "Where's my order?" and "Can I change the size?" — AI brought it down to 2 hours.
83% of common questions handled automatically by AI
Extra creative time led to 1.5× more items made per month
Instant replies translated directly to higher customer satisfaction
The Challenge
A Tokyo-based artisan selling handmade silver jewelry on BASE found that the more she sold, the more support messages ate into her making time. The same questions kept coming: "When will it ship?", "Can I change the size?", "Do you do gift wrapping?" She was spending 15 hours a week on replies — time that should have gone to creating.
The Solution
Using the EC support template, she configured shipping schedules, return policy, gift wrapping options, and the size-change process in the system prompt, then added a web chat link to her shop profile. When an order number is needed, the AI asks for it upfront — resolving 80% of inquiries automatically.
“I was spending more time on messages than making things — I couldn't keep going like that. Now I can focus on creating. The AI tells people "Shipping within 2–3 business days" and "Gift wrapping is free" before they even ask.”
Template used in this case study
Shopify・BASE ショップ · ハンドメイド・委託販売