Inkifi creates beautifully printed photo products using sustainable materials, turning digital memories into physical keepsakes.
Based in Manchester and trusted since 2012, it has printed more than 15 million photos for over 500,000 customers. Every day it receives hundreds of images that it turns into personalised prints, books and frames.
Industry
Retail: ecommerce
Product
Integration
Magento
Outcomes
Improve customer experience, work smarter
Go-live
2 weeks
As order volumes grew, so did the pressure on a small support team working through email and phone. Every “where is my order?” question meant a manual lookup in Magento and a separate reply through Zendesk.
In busy periods, agents spent hours each day checking order statuses, finding tracking links and answering identical questions. Replies slowed and CSAT dropped. It became clear support couldn’t grow with the business without automation, especially when orders surged over the holidays.
Inkifi didn’t need a new support platform. It needed something that could read live order data and reply straight away, working with the systems it already had.
Before
With Focus AI
Order updates
Manual Magento lookup, then a Zendesk reply
Live order data, answered in seconds
Reply time
Around 2 hours
Around 2 minutes
Availability
When the team was free
Any time, day or night
Workload
Hours lost to status checks
40% fewer manual tickets
Visibility
Disconnected systems
A dashboard to track performance
An agentic AI Virtual Agent, connected to Magento, recognises what customers want and answers with live order data.
It returns accurate tracking links and expected delivery dates within seconds, with personalised responses and no changes to Inkifi’s existing systems.
Understands the question
Recognises customer intent, so order and shipping questions get the right answer first time.
Live order data
Pulls tracking links and delivery dates straight from Magento in real time.
A dashboard for the team
Performance is easy to monitor, and only brief training was needed.
How an order question gets answered
A customer asks where their order is
The agent recognises what they need
It checks the live order in Magento
It replies with the tracking link and delivery date in seconds
Setup took two weeks, with testing during quieter trading periods for a smooth rollout.
The team monitors performance through a simple dashboard and needed only brief training to feel confident. The agent quickly became part of day-to-day operations.
1.
Connect.
Linked to Magento for live order and shipping data, with no changes to existing systems.
2.
Test.
Tested during quieter trading periods, before the busy seasons.
3.
Go live.
Live within two weeks, with a dashboard and brief training for the team.
Replies that took around two hours now take about two minutes.
60% of order status queries are now resolved through self-service, manual support tickets are down 40% and customer satisfaction is up 25%.
Customers get instant answers at any time, interactions are more consistent, and both operational pressure and support costs have fallen.
The agent showed what to fix.
Its conversations revealed insights into fulfilment issues and uncovered gaps in the website FAQs, helping improve the knowledge base.
Inkifi’s AI Virtual Agent already answers order questions on its own. The next step is helping before customers even ask.
AI adoption isn’t one big switch. With the agent acting on live order data, the next gains come from bringing it earlier into the customer journey.
Reliable foundations
Systems and teams joined up
Data improving how work gets done
AI acting, not just reporting
Where the next gains could come from
Help customers choose before they buy.
Inkifi plans to extend AI into pre-sales enquiries, answering product questions as customers shop.
Tell customers before they ask.
Proactive shipping alerts are also planned, so customers hear about their order before they need to check.
Fix issues at the source.
The insights the agent already surfaces on fulfilment and FAQs could feed straight back into operations and the website.
Ready for the next peak.
With routine questions handled automatically, seasonal surges could be absorbed without stretching the team.
Based on where Inkifi is today. Pre-sales enquiries and proactive shipping alerts are planned; the others aren’t confirmed plans.
