eSkinStore Runs Support for 20+ Countries on Autopilot, Without Hiring
How eSkinStore uses Kovax AI voice, WhatsApp, SMS and email agents to handle 400+ support calls a month across 20+ countries, protect CAD 31K+ in orders, and never miss an after-hours call, with one support person.
eSkinStore Runs Support for 20+ Countries on Autopilot, Without Hiring
TL;DR. eSkinStore, a Canadian skincare brand shipping to 20+ countries, was running customer support on a single person, calls after hours went unanswered, and shoppers in other time zones and languages slipped through. After deploying Kovax, four AI agents now answer every inbound support call, day or night (400+ a month, 1,400+ to date), across voice, WhatsApp, SMS and email, in the customer’s own language, and have protected CAD 31,000+ in at-risk orders, with the same one-person team.
The brand
eSkinStore is a Canadian skincare and beauty retailer with a large catalog and a fast-growing international order base. The store ships to more than 20 countries, which means support requests arrive around the clock, in different languages, and from customers who expect an answer now, not during Vancouver business hours.
The challenge: one person can’t cover the whole world
Support at eSkinStore ran on a single team member. That works at small scale. It breaks the moment orders grow and go global:
- After-hours calls went unanswered. A customer calling outside business hours got voicemail, or nothing — the exact gap covered in Shopify phone support without hiring.
- Time zones never sleep. Shipping to 20+ countries meant calls landing at every hour, far more than one person in one time zone can pick up.
- Language was a wall. International shoppers wanted answers in their own language, not just English.
- The work was relentless and repetitive. Order-status questions, address checks, abandoned checkouts, and payment reminders ate the day, the kind of volume that is, in the founder’s words, “humanly impossible to handle.”
The store didn’t want to hire and manage a full support team just to keep up. It wanted the coverage of one, without the cost and complexity of many.
The solution: four AI agents, running in parallel
eSkinStore deployed Kovax and switched on four AI agents that run at the same time, every hour of every day, across every channel a customer might use:
- Inquiry Agent — answers inbound calls about order status, returns, refunds, and product questions, no human needed.
- Delivery / Order-Health Agent — proactively calls on delivery issues to keep orders moving.
- Address Collection Agent — confirms and corrects delivery addresses before orders ship.
- Payment Agent — follows up on payment issues so orders don’t stall.
The agents work over voice, WhatsApp, SMS and email, and speak to customers in their own language, so a shopper in another country and time zone gets the same instant, on-brand answer as one calling from down the street.
The results
Figures from eSkinStore’s live Kovax account (trailing 30 days, plus all-time), with the same one-person support team.
Answer Rate
100%
day or night, no voicemail
Volume
400+
calls handled every month (1,400+ to date)
Revenue Protected
CAD 31K+
in at-risk orders protected
Global Coverage
20+ Countries
24/7 in the customer's language
Infrastructure
4 AI Agents
running in parallel across voice, WhatsApp, SMS, email
Inquiry Agent
142
customers assisted every month
How it works
Kovax connects directly to the store and its order data, so every agent already knows the customer and the order before it says a word. Inbound calls are answered live and routed by intent, order status, returns, complaints, product questions. Outbound agents fire automatically on the moments that quietly cost money: a shaky address, a delivery that needs a nudge, a payment that stalled. Everything runs in parallel, so a spike in one channel never blocks another, and nothing waits for a human to be awake. It’s the same customer service automation approach, applied across voice, WhatsApp, SMS and email at once.
In their own words
"This app is one of the best apps in the app store. We have been able to manage over 1,000 calls in a short time using AI agents to handle many various tasks that are humanly impossible to handle. Managing store calls, address checks, abandoned checkouts, and payment reminders used to take up way too much time. Having these agents run in parallel boosted our conversions while saving us tons of effort daily. The support team have been amazing and instantly available to address all our customization requests. Highly recommend this app."
Why it matters for your store
If support is one person and your orders are growing, or going international, you are already losing the calls that come in after hours, in another language, or during a rush. eSkinStore didn’t solve that by hiring. It solved it by putting four AI agents on the phones, the chats, and the follow-ups at once.
See what Kovax can answer for your store. Book a demo or get Kovax on your Shopify store.
FAQ
Did eSkinStore have to hire a support team?
No. The same single support person stayed in place. Kovax’s AI agents took on the call volume, after-hours coverage, and repetitive follow-ups that one person could not cover alone.
What does Kovax actually handle for eSkinStore?
Inbound support calls (order status, returns, complaints, product questions) plus outbound address checks, delivery follow-ups, and payment reminders, across voice, WhatsApp, SMS and email.
How does Kovax help with international customers?
The agents run 24/7 across time zones and speak to customers in their own language, so shoppers in the 20+ countries eSkinStore ships to get an instant answer instead of voicemail.
How many calls can it handle?
The system scales automatically. eSkinStore currently runs 400+ calls through Kovax every month without hitting a ceiling or needing a new hire.
Customer Review
In eSkinStore's own words
“This app is one of the best in the App Store. We've managed over 1,000 calls in a short time using AI agents to handle tasks that are humanly impossible to handle — store calls, address checks, abandoned checkouts, and payment reminders.”
Founder
eSkinStore
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