The situation
Smellacloud sells aroma diffusers and essential oils in the United Kingdom. It is the UK sister brand of Geurwolkje, the aromatherapy brand we already work with in the Netherlands.
Customer service was entirely manual. Questions, inquiries and complaints came in through a chat portal that opened a Zendesk ticket for each one, and a member of staff answered every ticket by hand.
The volume was high enough that Smellacloud had hired part-time staff just to manage that correspondence.
What we built
An AI-powered chatbot that answers customer questions directly on the storefront, and hands off to a person whenever a customer wants one.
Made to feel like Smellacloud. We customized the chatbot to match the brand's colors and look, and wrote it to answer in the brand's own voice, so it reads as part of the store rather than a widget bolted onto it.
Answers from their own data. The chatbot pulls from custom data sources: Smellacloud's knowledge base and Q&A on Manus, and product information from their Shopify storefront. Answers come from what Smellacloud actually sells and has written down, not from general knowledge.
A human whenever they ask. Customers can reach a real person at any time just by asking. The chatbot works out from the conversation whether someone wants a human, without needing a set phrase. When they do, it opens a Zendesk ticket and the customer support team gets back to them.
The result
Smellacloud now runs a fully functional, custom AI chatbot that answers from their Shopify storefront and their own knowledge base.
Manual customer service inquiries are down 60%. The part-time staff who used to spend their hours answering routine questions now put that time into higher-level work, and the questions that still need a person reach one through the same Zendesk workflow as before.
Ownership and clarity, from people who'd know.
“We have been working with Danny for almost two years. He has taken the time to listen to our ideas and understand how we want our webshop to work, and then found ways to turn those ideas into practical Shopify solutions. I would recommend Danny to companies looking for a Shopify developer who listens, understands their needs and can be a long-term partner.”
“Sleek App has been an invaluable partner for development and SEO optimization. Their professionalism and extensive expertise have significantly contributed to our project's success. They consistently deliver solutions that enhance functionality and user experience, going well beyond our expectations.”
“Danny was able to use AI to understand how to pull the data, store it and allow us to reduce the manual work required by over 10 hours each week. That's 10 hours going back into our business. He was super easy to work with and extremely detail oriented.”
“He fixed a broken codebase written by unreliable contractors and then also created a ready to deploy pipeline that allows me to push updates as needed. Working with Danny is easy and efficient - which are the two essentials for finding a partner. He communicates efficiently, logs all requirements, delivers on time, promptly fixes any live site related issues.”
“The Lead Developer was one of the best frontend developers I have ever worked with. Easy to trust. Strong ownership. Delivered what they committed to.”
“Extremely professional in communication and ownership of tasks. Quick to take direction and run with it to efficiently produce high-quality work.”
“Very pleased to have worked with Sleek App. The team was able to quickly grasp the requirements of our complex project and deliver the initial deliverables in good time.”
