Customer story · Reveni
Reveni Transforms Post-Sale Support with GuruSup
Intelligent post-sale support for e-commerce returns management, handling ~600 weekly tickets with AI.
- Web Chat
- Fintech
WhatsApp
2x
Support efficiency
600+
Tickets/week
20+
Merchants with AI
Multi
Unified channel
About the company
Reveni is a fintech specializing in returns and post-sale solutions for e-commerce. They work with over 20 merchants, integrating payment gateways and reverse logistics, handling hundreds of weekly tickets about return statuses, refunds and claims.
- Industry
- Fintech
- Channels
- Email, Web Chat, WhatsApp
- Messages
- 600+ tickets/week
Context
Reveni's rapid growth multiplied the volume of post-sale tickets. Each merchant has different workflows and end customers expect immediate answers about their return status. The support team needed a solution that could understand the complexity of multiple merchants and their specific rules.
Problem
Growing ticket volume Over 600 weekly tickets across all merchants, with spikes during sale seasons and special campaigns.
Multi-merchant complexity Each merchant has different return policies, deadlines and conditions that agents must know and apply correctly.
High response times Queries about return statuses required checking multiple systems before being able to reply to the customer.
Limited scalability Adding new merchants meant proportionally more support load without being able to scale the team at the same pace.
Solution with GuruSup
AI agent specialized in post-sale We deployed an AI agent trained on each merchant's return workflows, capable of checking statuses in real time and applying each merchant's specific policies.
Returns system integration Direct connection with Reveni's platform to check return statuses, logistics tracking and refund data without manual intervention.
Unified multichannel support The agent operates on email, web chat and WhatsApp with shared context across channels for each case.
Per-merchant configuration Each merchant has its own knowledge profile with custom policies, FAQs and escalation workflows.
Results
«What we value most about GuruSup is that the AI understands the complexity of our business. It's not a generic chatbot — it's an agent that knows each merchant and their rules.»
- 2x efficiency: the support team doubled their management capacity with the same headcount.
- Over 600 weekly tickets handled consistently across all merchants.
- 20+ merchants with personalized AI support, each with their own policies and workflows.
- Multichannel support (email, chat, WhatsApp) with unified context per return case.
- Significant reduction in response times for return status queries.
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