Case Study
6x more orders from chat. PKR 240,000 saved every month. Zero support staff.
Mazton Skin Solutions eliminated their 3-person support team and turned chat from a cost centre into their highest-converting sales channel.
Does this sound like your store?
Before Support Fabric
3 agents. Business hours only. 2% of chats turning into orders.
Three agents. Each one handling chats, WhatsApp messages, and social DMs simultaneously, stretched thin across every channel.
The team clocked off at 5 PM. That meant anyone shopping late at night, or in a different timezone, got silence. No answer. No product recommendation. No reassurance before checkout. Just a cart they'd abandon and a store they'd forget.
The questions were almost always the same. Ingredients. Skin type compatibility. Return policies. Questions that had already been answered a hundred times, taking up a hundred hours of real human attention.
And through all of it, the conversion rate held steady at 2%. Of every hundred people who started a chat, ninety-eight left without buying. Most of them weren't coming back.
98 out of every 100 people who chatted, left without buying. Most of them weren't coming back.
Before snapshot
What actually happened
One call. Store access. Nothing else from their end.
What Mazton did
- Had a 45-minute onboarding call
- Gave access to their store
- Shared their brand tone guidelines
- Went back to building their business
That's everything.
What Support Fabric did
- Connected website chat, WhatsApp, and social DMs
- Learned the full product catalogue and skincare science
- Trained on their exact policies and return flows
- Matched their brand voice precisely
- Deployed across all channels simultaneously
- Live within days
Zero ongoing maintenance from Mazton.
3 months later
The numbers.
Before
1,200 chats
24 orders
3 agents
PKR 80K each. 9 AM to 5 PM. Minutes to days.
After
1,800 chats
144 orders
0 agents
Seconds to respond. 24/7. Every day.
The same customers. The same products. The same store. A completely different result.
“Support Fabric completely transformed how we handle customer support. We went from a team struggling to keep up, to an AI that handles everything instantly, and actually helps us sell more. Our customers are happier, and so is our bottom line.”
Mazton Skin Solutions Team
The 9-to-5 ceiling was gone.
Always on
Customers in different timezones now get answered instantly, regardless of the hour.
Freedom to focus
The team stopped babysitting an inbox and started focusing on growth.
Support as revenue
Support went from a cost line to a conversion engine.
Your store could look like this in 48 hours.
One call. We handle everything. Live in 48 hours.
Book a free call