Customer Success Story: How House of Silk Enhanced Customer Support with Juphy AI
Ceyda Duz
Industry
Fashion & Lingerie
Mostly Used Features
- Smart Product Recommender
- Engagement Enhancer AI Pop-ups
- Customer Support Automation
- Multilingual Support
Channels
Shopify (Shopify Advanced Plan), WhatsApp, Instagram DMs
Tools
Juphy’s AI Agent for E-Commerce
About House of Silk
House of Silk s a luxury lingerie brand that empowers women with beautifully crafted silk pajamas, bridal lingerie, swimwear, and more. They deliver their products globally, including in France, Germany, and Turkey. With a focus on quality and elegance, House of Silk serves a selective clientele, offering personalized designs that cater to each customer’s unique needs. House of Silk uses the Shopify Advanced Plan to manage their online store and is focused on expanding their global reach.
“Juphy transforms product search into effortless discovery, simplifying the path to finding exactly what our customers need.”
Nilay Kum, Founder of House of Silk
Before Juphy: The Challenge
House of Silk, with its extensive and diverse lingerie collection, often encountered customers facing challenges in selecting the right products and sizes. Uncertainty about fit or style frequently led to abandoned carts and higher return rates. The brand needed a solution to guide customers seamlessly through their purchasing journey while reducing hesitation during decision-making.
Their customer support team was also overwhelmed by a high volume of customer inquiries, especially during peak periods when they processed up to 350 orders a day. With limited resources, repetitive questions about product customization, sizing, delivery, and discounts took up too much of their time. These recurring inquiries consumed an estimated 17+ hours weekly of their human team’s time, diverting focus from more complex, high-value tasks.
Common questions from customers included:
- “Do you offer customizable silk pajamas?”
- “What size should I order if I wear a size 36 in H&M swimwear?”
- “Can I change my shipping address after placing an order?”
- “Do you have any special discounts today?”
Moreover, House of Silk needed to support customers outside of regular business hours to capture late-night shoppers in different time zones, as providing timely, expert assistance was critical to maintaining customer engagement around the clock.
The Turning Point: Juphy AI as House of Silk’s Dedicated Personal Shopper
House of Silk integrated Juphy’s AI Agent into their Shopify store, WhatsApp, and Instagram DMs to act as a 24/7 multilingual virtual shopping assistant. The AI Agent was deployed to proactively engage and guide customers, mimicking a personalized in-store experience and significantly reducing the support team’s workload and was trained on House of Silk’s special product catalog, product descriptions, customization details, FAQs and tone of voice.
Key capabilities enabled by Juphy AI include:
- Smart Product Recommender: Delivered highly personalized recommendations tailored to customer preferences by analyzing factors such as Browse history, previous purchases, and detailed size guides. This helped highlight special product features and collections, making the shopping experience more engaging.
- Customer Support Automation: Handled a wide range of common inquiries such as sizing, product customization, delivery tracking, and discount eligibility with high accuracy and in 98 languages, significantly reducing the support team’s manual reply workload by 90%.
- 24/7 Multilingual Support: Provided round-the-clock assistance, responding to customer inquiries regardless of time zones, ensuring late-night shoppers received expert guidance and timely support.
- Engagement Enhancer AI Pop-ups: Proactively engaged customers on key pages, guiding them towards conversion.
This extensive solution ensured seamless, personalized support at every customer touchpoint, driving engagement, reinforcing House of Silk’s commitment to accessible luxury, and enabling the human team to focus on strategic initiatives.
The Transformation: Explosive Sales Growth, Unprecedented Efficiency, and 24/7 Engagement
Over 14 months, Juphy’s AI delivered powerful, measurable impact:
- 1,441 personalized product recommendations delivered — helping customers find their perfect fit and style throughout over a year.
- 154 additional sales, generating 529,863.10 TRY in revenue — demonstrating a clear financial return during the 14-month period.
- 5,098 customer conversations handled by Juphy AI — saving the team from thousands of manual replies in just over a year.
- 510+ hours of support time saved within 14 months — allowing the team to focus on complex, high-value cases like custom orders and returns.
- 71% of product recommendations delivered during the day, and 29% at night — capturing late-night shoppers and maintaining round-the-clock engagement for over a year.
UpSell & AOV Impact
Thanks to smarter, personalized recommendations, House of Silk saw a measurable lift in average order value (AOV) by 13%, as customers increasingly purchased complementary lingerie items and found their perfect fit with confidence. These results freed House of Silk’s team to focus on strategic growth and complex customer service, while the AI handled routine inquiries — maintaining a seamless, expert-level shopping experience 24/7.
Shoppers valued Juphy AI’s detailed guidance, driving higher customer satisfaction and lower return rates over the long term, ultimately leading to improved conversion rates.
💡 See personalized sales support in action — start your free Juphy trial today and boost your Shopify sales.
Built for Shopify Certificate: A Standard of Excellence
Juphy AI holds the ‘Built for Shopify’ badge, a mark of quality and reliability within the Shopify ecosystem. This certification demonstrates Juphy’s commitment to meeting Shopify’s highest standards for app performance, security, and seamless integration.
Unlike other AI solutions, Juphy is fully embedded within the Shopify admin console, allowing merchants to manage everything from a single panel without switching between platforms. This integration ensures a smooth workflow, enhancing usability and credibility.
Additionally, Juphy achieves full API integration with Shopify, providing real-time access to all Shopify data. As a result, Juphy’s AI Agent delivers significantly enhanced performance, offering superior functionality and user experience.
What You Can Expect If You’re a Shopify Fashion & Lingerie Brand
If you’re a Shopify store in the fashion & lingerie industry, or any brand with an extensive collection requiring personalized guidance and detailed product information, aiming to:
- Increase sales with personalized product recommendations that reduce customer hesitation.
- Dramatically improve customer support efficiency by automating common inquiries.
- Capture late-night shoppers and engage customers 24/7 across multiple channels (Shopify, WhatsApp, Instagram).
- Free up your human support team for complex, high-value tasks.
…you’ll likely see:
✅ Over 1,400 personalized product recommendations delivered, leading to hundreds of additional sales.
✅ Over 5,000 customer conversations handled by AI, saving thousands of manual replies.
✅ 510+ hours of support time saved within 14 months (equivalent to 17+ hours weekly).
✅ 24/7 engagement, with significant activity during off-hours (e.g., 29% of recommendations at night).
✅ An estimated 13% increase in Average Order Value (AOV) due to personalized guidance and cross-selling.
✅ Higher customer satisfaction and lower return rates.
Ready to Deliver Accessible Luxury and Boost Sales?
Start your free trial with Juphy today and provide your customers with personalized, expert-level support — anytime, anywhere. See how fast your Shopify store can gain efficiency and increase sales with Juphy AI’s digital agent from day one. Experience it live in under a minute — no technical skill needed.