Case Study • Gløde Studio AI
How Gløde handles customer questions within one minute with AI
Gløde is our own e-commerce brand and at the same time the testing ground for Your Digital Minds. Here we prove every feature in practice before rolling it out to clients.
Example figures for illustration — exact results are validated per measurement periodThe situation before automation
As with many growing webshops, the vast majority of customer questions at Gløde consisted of recurring topics: where is my order, how do I return something, and questions about products and stock. Every question was answered manually, meaning a team member had to look up the same data again and again across different systems.
Average handling time was around five minutes per question, mainly because the information was spread across the webshop, the returns software and the shipping carrier. During busy periods, customer wait times increased.
The connected systems
To give the AI assistant full context, we connected the systems Gløde uses daily. The assistant always pulls the most current data from these:
Because everything comes together in one environment, the team member sees the order, return status, picking progress and tracking at a glance — without switching between tabs.
A real workflow: “where is my order?”
This is how the assistant handles one of the most common questions:
The customer asks by email where their order is.
The assistant looks up the order in Shopify based on email address or order number.
In Picqer, the assistant checks whether the order has already been picked and shipped.
The tracking code is retrieved and worked into a matching message.
If an order stays stuck longer than the set threshold, the case is automatically assigned to a team member.
How the time savings were calculated
We calculate transparently. The saving comes from the difference between the old and new average handling time:
Time savings calculation example
What the team member sees directly
Screenshot of the Gløde Studio environment coming soon.
Here the team member sees order, return status, picking and tracking in one screen, with quick actions and suggested replies.
What still doesn’t happen automatically
Not everything should be automated, and that’s a deliberate choice. At Gløde, sensitive situations always go through a team member: complaints with an emotional charge, exceptional goodwill requests and refunds above a certain amount. The assistant does prepare these cases with all the context, so the team member can make a decision quickly.
This way we keep the speed of automation without losing the personal touch that customers value.
Gløde Studio AI for your webshop
Your Digital Minds helps SMB webshops apply Gløde Studio AI intelligently, connected to your existing systems like Shopify, WooCommerce and bol.com. That way you handle customer questions faster without losing the personal touch, while a team member can always step in when needed.
We prove every approach first in our own webshop Gløde, before rolling it out to clients. That means you work with proven integrations and workflows, not theory. Our focus is fully on e-commerce: from order status and returns to product questions and shipping. More background on how search engines and AI assistants view this can be found in Google’s guidelines for helpful content.
Curious what this concretely delivers for you? Request a free demo or see how we apply it in our Gløde case study.
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