SMT Group resolves 85% of tickets and cuts resolution time 5X for custom paint

SMT Group resolves 85% of tickets and cuts resolution time 5X with AI support for custom paint

SMT Group runs a chain of online stores selling customized paint — color-matched and made-to-order products where every ticket can touch a specific formula, batch, or shipment. That personalization is exactly what customers love, and exactly what makes support hard: order status, color-match questions, reorders, returns, and delivery timing all require reading real order data rather than quoting a generic FAQ. As volume grew across the chain, the team needed to keep answers fast and accurate without adding headcount for every new store.

The Challenge

Custom paint support is high-context and time-sensitive. A "where is my order?" isn't a one-line answer — it depends on the specific formulation, production stage, and carrier. Customers waiting on a made-to-order product expect quick, precise updates, and slow replies on a personalized purchase erode trust fast. SMT Group's queue mixed simple, repetitive questions with order-specific detail, and resolution times were stretching across days during peak periods.

The Solution

SMT Group deployed Aissist.io as the front line of its customer support across the chain. Instead of deflecting customers to help-center articles, the AI reads live order data and resolves issues end-to-end — checking order and production status, answering color-match and reorder questions, handling returns and address changes, and confirming delivery timing. Routine, repetitive tickets are closed autonomously, while the complex minority is escalated to a human with full context — the order, the history, and a suggested next step — so agents start informed rather than from scratch.

The Results

Putting Aissist.io on the front line turned SMT Group's support from a bottleneck into a strength:

• 85% of tickets resolved automatically — the AI closes the resolvable majority end-to-end, across every store in the chain, without human input.
• 4.6 / 5 CSAT — fast, accurate, order-aware answers keep customers satisfied even on personalized, made-to-order purchases.
• 5X faster ticket resolution — customers get answers on their custom orders in minutes instead of days, with the queue staying responsive through peak demand.

Just as important, the team scaled support across a growing chain of stores without scaling headcount at the same rate — the AI absorbs the repetitive volume, and human agents focus on the exceptions that genuinely need a person.

Conclusion

For a customized-paint business where every order is personal and timing matters, resolution speed and accuracy are the customer relationship. By resolving 85% of tickets autonomously, holding a 4.6 CSAT, and shortening resolution time by 5X, Aissist.io lets SMT Group deliver premium, always-on support at the scale its online chain demands.

Ready to resolve more tickets, faster? Contact us at sales@aissist.io to see how Aissist.io can transform your customer support.