Case Overview

The pet care company Pacha faced a growing operational challenge: handling over 3,000 customer support tickets each month related to subscriptions, order tracking, and product inquiries. With their subscription base expanding rapidly, their small team struggled to keep up while maintaining service quality.

Commerit was brought in to design and implement the Pacha Assistant, an AI-powered chatbot seamlessly integrated with Gorgias, Shopify, and Recharge. This solution automated routine inquiries, streamlined workflows, and freed agents to focus on complex customer needs — cutting response times to under a minute and automating 40% of tickets.

Company Background

Pacha is a subscription-based pet care brand known for its innovative health-monitoring cat litter, which changes color to detect early signs of illness. With a strong online presence, glowing reviews (over 660 five-star ratings), and rapid customer growth, Pacha needed a scalable support solution that could deliver fast, reliable responses without adding staff.

The Challenge

Pacha needed an AI-driven solution to handle repetitive tickets while preserving accuracy, speed, and customer experience.

Solution: The Pacha Assistant

Commerit designed and launched the Pacha Assistant, a multilingual AI chatbot tailored to Pacha’s subscription model. Integrated directly into Gorgias, Shopify, and Recharge, the assistant automated repetitive tasks while seamlessly escalating complex issues to human agents.

Key Capabilities:

• Automated FAQ Handling: Subscriptions, delivery times, product details, and order status.

• Task Automation: Managed cancellations, skips, frequency changes, and address updates.

• Order Tracking: Instantly pulled real-time status from Shopify.

• Ticket Escalation: Created structured Gorgias tickets for manual cases.

• French Language Support: Served Pacha’s local customer base fluently.

Results After Launch

• 40% of tickets automated → massive workload reduction.

• Response times under 1 minute → instant answers for most inquiries.

• Scalable operations → support load grows without additional hires.

• More meaningful agent work → team focused on complex cases instead of routine tasks.

• Happier customers → faster, consistent answers improved satisfaction.

Client Perspective

Takeaway

The Pacha Assistant proves how AI can help subscription-based businesses handle high-volume support at scale — without sacrificing quality. By automating repetitive inquiries, Pacha gained speed, efficiency, and the ability to keep growing while keeping their customer experience strong.