K:AI Customer Agent allows NANUK customer service reps to focus on highest-impact tasks
84%
of chat queries over a 90-day period resolved by AI
100%
of product recommendation queries over a 90-day period resolved by AI
100%
of return and exchange queries over a 90-day period resolved by AI
NANUK ’s rugged, waterproof cases safeguard valuables anywhere: in a rainstorm, a hot car, or on a plane. They’re so durable they’ve attracted an incredibly diverse clientele, from Arctic photographers to NBA mascot performers traveling with their costumes. NANUK travel and storage cases come in models for cameras, laptops, drones, and more, all made in Canada and designed to last a lifetime.
Learn how NANUK automates answers to their most common FAQs with K:AI Customer Agent
Challenge: Simple, repetitive questions keep service team in yes-no mode
NANUK has an excellent customer service team, staffed with reps who have been with the brand for over a decade.
They create the most value doing the human, social side of service: managing long-term relationships, explaining case technology, and navigating novel situations.
But it was hard for them to focus on that. They responded to customer queries one by one via email, phone, and social media DM, and they faced one question more than any other, according to director of digital marketing and ecommerce Sophie Morin: “Will it fit in the case?”
Responding to this type of query wasn’t the best use of the reps’ expertise, and it slowed down response time for all queries. Customers often had to wait hours for replies, even simple yeses and nos.
Morin knew that in the era of AI, there was a way to automate the constant drumbeat of FAQs whose answers already lived online, and that it would be a win-win for the brand and their customers.
Solution: K:AI Customer Agent elevates service motion with “scary” accurate autonomous answers
NANUK already used Klaviyo for email , and they added on Klaviyo Service —including their first AI customer service agent , K:AI Customer Agent, and Klaviyo Customer Hub , a self-serve portal—to provide 24/7, self-serve answers to repetitive technical FAQs.
“The AI agent does not replace human agents,” Morin says. “It’s another layer of service that gives us a faster, more accurate way to answer simple questions. It allows us to bring our customer service to another level.”
The AI agent does not replace human agents. It's another layer of service that gives us a faster, more accurate way to answer simple questions. It allows us to bring our customer service to another level.
The Customer Agent icon appears as an icon in the corner of NANUK’s ecommerce site. Click, and it expands into an agent that responds precisely to natural language queries, including all incarnations of “Will it fit?”
“I asked Customer Agent what case I would need for a rack mount of certain dimensions, and that little friend of mine suggested the correct model,” Morin says. “It’s a little scary how knowledgeable and efficient it is.”
The service team even sometimes queries the agent to double-check themselves on new products and policies, improving accuracy without dinging resolution time.
Customers with accounts can also log in and access Customer Hub, a sidebar of personalized account information that displays on the NANUK ecommerce store. The hub surfaces answers to additional FAQs about order status, recently-viewed products, coupons, and more, reducing browse time and service tickets.
Together, Customer Agent and Customer Hub give NANUK customers 24/7, real-time answers to FAQs, speeding up resolution time and freeing the service team to focus on higher-impact issues.
Strategy: Building an agile, AI-supported service function that drives sales, too
With Customer Agent live on NANUK’s site, resolving 84% of customer inquiries, the role of the service team can shift.
Morin sees the function shifting away from reactive responses into more outbound outreach to VIPs, managing the brand’s highest-value relationships.
“We have great ambitions for them and what they do,” Morin says. “We want to create a high-touch experience for loyal customers.”
Morin sees the role of Customer Agent evolving, too. Already, NANUK is seeing increases in chat volume, which the team attributes in part to Customer Agent greeting logged-in customers by name.
Long-term, Morin envisions the agent as the greeter every customer consults with when they land on the homepage, supporting sales as well as service.
Customer Agent could have a conversation with every customer who lands on our site, and exactly understand their needs, and make a helpful recommendation. This is not a chatbot from 2010.
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