Customer Story
How we converted a 10-year Help Scout customer
B2C e-commerce brand replaced their help desk, kept their tone, and now ship replies in seconds with AI drafts.
The challenge
Ahimsa is a pioneer in ethical fashion, selling vegan footwear worldwide. They spent 10 years on Help Scout; as they scaled, costs climbed and workflows slowed.
“The more we wanted to customize and segment each type of request, the more expensive it got.”
Gabriel Silva, Director at Ahimsa
But cost wasn't the only friction point. To modernize their support, the team tried to integrate AI into their process manually. This resulted in agents constantly toggling between their helpdesk and external tools like ChatGPT. They were "using a bunch of different apps to optimize workflow," which ironically slowed them down.
“With the arrival of AI, we felt we were using a bunch of different apps to optimize our workflow.”
Gabriel Silva, Director at Ahimsa
Why Initdesk?
Gabriel knew exactly what Ahimsa needed: a solution where AI wasn't an external plugin, but built into the core experience. They needed a tool that could auto-tag, draft, and organize tickets without losing the human touch — and, just as importantly, surface rich customer context inside every ticket:
- who the customer is;
- their last purchases;
- and the current delivery status.
To make that possible, we integrated initdesk with their e-commerce API (Magento) and logistics providers like DHL and SmartEnvios.
“More than just auto-compose, the auto-tagging and ease of use of the knowledge base were all important factors in our decision.”
Gabriel Silva, Director at Ahimsa
The results
Since implementing initdesk, the impact on the team's day-to-day operations was immediate. The "app-switching" fatigue has vanished.
- Four shared inboxes: one click away from each other.
- Unified Workflow: Agents no longer jump between tabs to draft responses or categorize tickets.
- Faster Triage: "It’s easy to start from the top to triage and reply to all pending tickets," says Gabriel.
- Empowered Multitasking: For a small team where agents wear multiple hats, the efficiency gains allowed them to focus on growth rather than just clearing the queue.
The Ahimsa's ticket detail side bar now shows the customer's last purchases and the current delivery status:
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