Ferro & Finch

It answers the shipping and sizing questions at 2 am, so mornings start with packing, not emails.

Lucia Ferro

Founder

Shop owner in a striped blazer smiling in her stockroom

68%

fewer support emails

2 am

busiest hour, now answered

4.8 / 5

chat rating from shoppers

Team

4 people

Channels

Website, Instagram, Email

Live in

2 days

01 The problem

Ferro & Finch sells hand-finished shoes to 30 countries from one studio. Every evening the inbox filled with the same five questions: shipping times, duties, sizing, returns and order status. Lucia answered them herself before packing could start.

02 The setup

They pointed Askwell at their help center, the size guide and the Shopify order feed, and set one rule: anything about a damaged pair goes straight to Lucia. It was live on the site and Instagram in two days.

03 The result

Askwell now answers about seven in ten chats on its own, mostly at night. Mornings start with packing, and the questions that reach Lucia are the ones only she can answer.

04 More stories

More teams, fewer inboxes.

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Northbank Dental

312

bookings a month by chat

Owner of a plumbing supply shop in a blue work jacket

Trade shop

Hale Supply Co.

1.0 s

average first reply

Furniture maker with a grey beard in an olive shirt

Makers

Oakline Furniture

+21%

custom orders

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