What they came to us for
SNOW’s customer conversations included more than product questions. Customers also needed help with orders, shipping addresses, damaged items, and refunds.
The team wanted to connect those conversations to practical support work. Public comments also needed ongoing attention, including outside the hours when someone was checking ads manually.
How they used SmartReply
SNOW used SmartReply for social conversations and moderation. The first 30 day review also covered Shopify actions, including refunds, address changes, and replacements.
The team walked through a refund conversation in which the agent requested order details and proof of purchase. It recognized that an initial screenshot belonged to another store, then continued when the customer supplied the correct information. The walkthrough also showed the approval step used to execute an action.
What changed
The account review reported roughly 1,400 hidden comments and 1,200 conversations. Later in the walkthrough, the host reported order revenue up 43% during the reviewed period.
Thomas emphasized the responsiveness of the SmartReply team and its ability to turn SNOW’s requests into working features. He described the resulting effectiveness and efficiency as impressive.
“The effectiveness, the efficiency, and bringing those things and making them a reality is quite impressive.”
Chief of Customer Success, SNOW
Sources and context
Adapted from the recorded SNOW customer review. Store performance comparisons reflect the reviewed period and do not isolate SmartReply’s effect. Features described reflect the recording.