Company Profile
Company Type
Direct-to-consumer brand
Team Size
15-60 employees
Industry
E-Commerce
Key Challenge
Struggling with inefficient manual customer onboarding processes that were slowing growth and increasing operational costs. Their primary concern was customer lifetime value.
Tools Connected
The Challenge
Customer onboarding at this direct-to-consumer brand had become a major churn driver. With 15-60 employees, their e-commerce business was onboarding 40-60 new customers per month, and each one required a manual sequence of welcome emails, account setup steps, training sessions, and check-in calls. The process was inconsistent — depending on which team member handled the onboarding, new customers had wildly different experiences.
The numbers told the story: 35% of new customers never completed the onboarding checklist, time-to-first-value averaged 21 days, and 60-day churn rate was 18%. Their e-commerce customer success team was spending 70% of their time on repetitive onboarding tasks instead of proactive engagement with at-risk accounts. Customers who did churn consistently cited "difficulty getting started" and "lack of guidance" as primary reasons — problems that better onboarding would have prevented.
The Solution
The team selected Arahi AI to automate their e-commerce customer onboarding workflow end-to-end. Implementation began with connecting their core tools — Shopify, Mailchimp, and Zendesk — to the Arahi AI platform. Using the no-code builder, they configured AI agents that replicate their best-performing team member's decision-making process, but at machine speed and consistency.
The AI agents handle every step of the customer onboarding process: receiving incoming requests or triggers, analyzing the context using e-commerce-specific rules, making intelligent routing decisions, executing the core actions, and notifying the right stakeholders. What previously required 45+ minutes of manual work per instance now completes automatically in under 2 minutes. The agents also learn from corrections, continuously improving their accuracy. The team connected Google Analytics for tracking and reporting, giving leadership real-time visibility into customer onboarding performance metrics for the first time.
The Results
Measurable improvements across key e-commerce customer onboarding metrics.
Time to First Value
76% faster
Before
21 days
After
5 days
Onboarding Completion Rate
45% improvement
Before
65%
After
94%
60-Day Churn Rate
78% reduction
Before
18%
After
4%
CS Team Time on Onboarding
64% freed up
Before
70% of capacity
After
25% of capacity
Customer Satisfaction (CSAT)
44% increase
Before
3.2/5
After
4.6/5
“Before Arahi AI, our customer onboarding process was the bottleneck that every e-commerce team complained about. Now it's our competitive advantage. We process faster, more accurately, and at a fraction of the cost. Our competitors are still doing this manually.”
Head of Strategy
Direct-to-consumer brand
Key Takeaways
The most important lessons from this e-commerce customer onboarding automation project.
This e-commerce team proved that customer onboarding automation doesn't require technical expertise — the no-code platform made it accessible to business users.
Scaling customer onboarding capacity by 10x without adding headcount fundamentally changed the economics of their e-commerce operations.
Consistent AI-powered processing eliminated the quality variance that came with different team members handling customer onboarding differently.
Real-time visibility into customer onboarding metrics gave leadership the data they needed to make better strategic decisions.
Implementation Timeline
From zero to production in 2 hours — here's how they did it.
Step 1: Connected e-commerce tools to Arahi AI
Integrated Shopify, Stripe, and ShipStation with Arahi AI using pre-built connectors — no API keys or custom code required. The team verified data flow between systems in under 15 minutes.
Step 2: Configured AI agent business rules
Defined the e-commerce-specific rules for customer onboarding: scoring criteria, routing logic, escalation thresholds, and exception handling. The team used Arahi AI's visual rule builder to translate their existing process into automated workflows.
Step 3: Tested with live e-commerce data
Ran the AI agents on a week's worth of historical customer onboarding data to validate accuracy and identify edge cases. Made minor adjustments to scoring weights and routing rules based on the results.
Step 4: Launched and monitored
Deployed the AI agents to production with the entire team notified via Google Analytics. Monitored the first 48 hours closely, confirming 99%+ accuracy before reducing oversight to weekly reviews.
Setup Time
2 hours
AI Agents
4 AI agents
Tools Connected
5 integrations
Frequently Asked Questions
Common questions about automating customer onboarding in e-commerce.
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This case study represents a typical customer scenario. Individual results may vary.