How Aqua Bell Uses Dondy's AI Agent to Deliver Faster Customer Support
- Dondy
- Jun 30
- 3 min read
From Skepticism to Success: Aqua Bell's AI Journey
For growing eCommerce brands, delivering exceptional customer service is often a balancing act. As order volumes increase, so do customer questions, return requests, size inquiries, and exchange processes.
For Aqua Bell Bikinis, a fast-growing Shopify brand with both an online store and a physical retail location, maintaining a high-quality customer experience while managing increasing support demand became a critical challenge.
That's where Dondy's AI Agent on their WhatsApp and Instagram came in.
The Challenge: Managing Customer Support at Scale
Operating both online and in-store creates unique customer service demands. Aqua Bell's team was handling a constant flow of questions mainly related to:
Swimwear sizes
Order tracking
Returns and exchanges
As the business grew, so did the volume of incoming tickets.
The team knew they needed a solution that would reduce repetitive support requests and free up time for more complex customer interactions.
However, like many brands considering AI, they had concerns.
"Can We Really Trust an AI Agent With Our Customers?"
When Aqua Bell first explored implementing an AI Agent on WhatsApp, there was understandable hesitation. Customer service is a core part of the brand experience, and handing over conversations to AI felt like a big leap.
Michal, head of Customer Support at Aqua Bell, was very open about her concerns as we started the Dondy AI agent onboarding process.
During the first video calls with the Dondy Support Team, she raised many question marks: “Would the responses feel personal? Would customers notice they were speaking with AI? Could the agent accurately answer product and policy questions?”.
Rather than simply providing software, Dondy's team worked closely with Michal and the Aqua Bell team throughout the setup process to ensure the AI Agent reflected the brand's voice, policies, and customer experience standards.
A Collaborative Onboarding Experience
One of the biggest factors behind the successful launch was the close partnership between Aqua Bell and Dondy's team. From initial setup to optimization after launching the agent, the process was highly collaborative.
Together, the teams:
Trained the AI Agent on product information
Defined complex support workflows especially for product returns
Built escalation paths to human agents using Auto labeling of support tickets.
Fine-tuned responses based on real customer interactions
This approach helped Aqua Bell gain confidence in the system and were one of the first adopters of our newest integration with Facebook and Instagram. Now, the AI agent is deployed on all fronts and is offering consistent customer support across all of Aqua Bells channels.
Where Aqua Bell Saw the Biggest Impact
While the AI Agent quickly began handling common support questions, one area stood out in particular: Returns and Exchanges
Traditionally, returns and replacement requests required multiple back-and-forth conversations between customers and support agents.
The process often involved:
Understanding why the client wasn’t happy with product
Verifying product was unused to comply with health regulations
Guiding customers through next steps to move forward product return
With Dondy's AI Agent, much of this process became automated. Customers receive immediate assistance, clear instructions, and guidance tailored to their situation without waiting for a support representative. The result is a smoother experience for customers and significantly less manual work for the team.
The Results
Since implementing Dondy's AI Agent, Aqua Bell has been able to:
Reduce incoming support volume
Deliver faster response times 24/7
Streamline returns and exchanges
Improve customer experience
Allow support staff to focus on higher-value conversations
Most importantly, the team discovered that AI wasn't replacing customer service, it was enhancing it and by automating repetitive inquiries, Aqua Bell's team can spend more time on the interactions where a human touch matters most.
Looking Ahead
What started as a cautious experiment has become an important part of Aqua Bell's customer experience strategy.
Today, Dondy's AI Agent acts as an extension of the support team, helping customers get answers faster while reducing operational workload behind the scenes.
For Shopify brands looking to scale without sacrificing customer experience, reach out to us today to learn more about how Dondy can help you grow sales and enhance your customer’s experience via WhatsApp Instagram and Facebook.
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