GET BAKED®

The opportunity

As ecommerce volumes grew, so did the work behind every order - answering enquiries, investigating delivery issues, processing refunds and replacing orders, managing courier claims and identifying recurring problems.

• A fast-growing, digitally led consumer brand
• Serving 500,000+ customers nationwide
• Approximately 80% of UK sales generated through ecommerce
• Customer experience and order management are critical parts of the operation

What Digital1 built

Digital1 built an AI-powered customer support platform connected directly to Shopify and the systems behind Get Baked’s operation. Rather than simply answering questions, the AI can understand each customer’s request, access live order information and determine the appropriate action. Routine enquiries are resolved end-to-end without needing a member of the team to step in. The platform can handle common issues such as order queries, delivery problems, refunds and replacements, taking actions directly within Shopify while escalating more complex or sensitive cases to a person when required. Beyond resolving individual tickets, the platform analyses customer conversations at scale to identify recurring issues, emerging trends and the reasons customers are getting in touch. This turns customer support from a reactive inbox into a source of operational intelligence - helping Get Baked reduce support demand while continually improving the customer experience.

Results

• 500,000+ Customers served — Customer support and order management built to operate at national ecommerce scale.
• Up to 80% Enquiries resolved by AI — Routine customer issues handled end-to-end without requiring human intervention.
• 24/7 Order resolution — AI investigates orders and takes action including refunds and replacements - without customers waiting.
• Deep Fraud detection — Suspicious customer and order patterns identified across connected data before they become costly.