How Cloud Ecommerce Automated 80% of Chats with Zaapi AI
Powering Customer Support for Hundreds of Brands
Cloud Ecommerce Corporation (CloudLogic)
Cloud Ecommerce Corporation (CloudLogic) is a Philippines-based full-service e-commerce enabler with a substantial team (~200+ employees) supporting hundreds of online brands across major marketplaces. They manage and grow e-commerce operations for a wide mix of local and international businesses — with proven high-growth performance across channels like Lazada, Shopee, and TikTok Shop.
Multiple agents were handling chats across hundreds of brands and sub-brands, leading to inefficiency.
Unified inbox with automation to assign conversations to the right team instantly.
Analytics dashboard to measure performance by brand and team.
Streamlined team workflows with transparent performance tracking.
Recurring reports delivered with a single export.
They needed fast, 24/7 responses to maintain marketplace store response rates.
AI-powered 24/7 responses, personalized using customers’ order history.
~50% lower human cost per account with ~80% of chats resolved by AI.
Brand-specific customer communication guidelines required extensive training for agents.
Customizable AI personality settings tailored to each brand’s tone and guidelines.
Enhanced customer service with personalized, not templated, replies.
The Result
Zaapi helped Cloud Ecommerce Corporation centralize and automate customer messaging across brands by providing a unified inbox with intelligent assignment, real-time performance analytics, and AI agents that operate 24/7 and personalize responses using order data. This reduced operational costs, improved team efficiency, and elevated service quality with brand-aligned customer interactions.
Ma. Victorina Mateo, Customer Service Manager
“With hundreds of leading consumer brands in our portfolio, Zaapi enabled us to keep up with the growing volume and the gold standard of global brands while streamlining our operations and cost”
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