Unfazed is Romania’s largest sneaker reseller. Thousands of customers visit the website every day wanting to know the same things: whether a model is in stock, which sizes remain, how much it costs, how delivery or returns work, and where their order is.
The answers existed, but until now they passed through a support team that replied during business hours and in the order messages arrived. At this volume, messages piled up, and a customer asking in the evening could wait hours or even days for a simple answer.
Unfazed placed an AI chatbot called “Cosmin,” built with MessageMind, on its website. Cosmin knows Unfazed’s products, procedures, and policies and answers customers immediately, at any time of day.
Ask Cosmin anything, just like a colleague in the store.
Cosmin handles the chat like an in-store adviser. A customer asks about a model, and Cosmin checks inventory directly in Shopify, then replies with the available sizes, price, and an alternative when needed. In the same conversation, it can also tell the customer where an order is.
Customers receive an immediate answer at any hour. Questions about stock, sizes, and orders are resolved in the chat without waiting for the support team.
Inventory and products, synced directly from Shopify.
Unfazed lists its entire catalogue in Shopify, and its inventory changes constantly. Through the MessageMind and Shopify integration, Cosmin retrieves current product and inventory data automatically. Nobody had to attach the details for every model manually.
That means answers are always current: when a model sells out or returns to stock, Cosmin knows immediately. It can use the same data to suggest products when the item a customer wants is no longer available.
Less pressure on the support team.
After implementation, the support workload fell significantly. Most customers receive the answer they need in seconds, rather than the hours or days it normally took when the team replied only during business hours and in the order messages arrived.
In the rare cases where a question falls outside the knowledge base, Cosmin hands the conversation to someone on the support team. People therefore handle only the cases that genuinely need them.
The results.
99.48% of conversations resolved by Cosmin.
Of all conversations on the website, nearly every one closes without human intervention. The team no longer answers the same stock and size questions dozens of times each day.
An answer in seconds, not hours.
Customers who ask in the evening or at the weekend receive an immediate answer. Messages no longer pile up in a queue to be handled the next day.
Always-current inventory, with no manual work.
Product and inventory data comes directly from Shopify. Nobody updates the information by hand, and Cosmin never recommends something that is no longer available.
The team takes over only what matters.
When a question falls outside the knowledge base, the conversation reaches a support teammate with all its context. Cosmin carries the rest.
A store that answers around the clock.
At Unfazed’s volume, response speed makes the difference between a sale and a customer leaving. Cosmin puts answers about inventory, sizes, procedures, and orders in the customer’s hands immediately, in their language. The support team remains available for the cases that truly require a person.
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A 20-minute walkthrough using your catalogue, your Shopify integration, and the questions you actually receive. No slides.
