How Bikeshop Uses an Advanced AI Chatbot to Automate 56% of Customer Support Chats

How Bikeshop Uses an Advanced AI Chatbot to Automate 56% of Customer Support Chats

Real AI Customer Service, Not Just FAQs

Together with our very first pilot customer, Bikeshop, we successfully automated 56% of all incoming customer chat inquiries in August using our advanced AI chatbot. And when we say handled—we mean fully resolved.

Each customer received a correct answer instantly, with zero human follow-up required.

This wasn’t just about simple questions like “What are your opening hours?” Bikeshop’s customer inquiries range from order cancellations and tracking requests to complex technical product questions like:

“Which axle do I need to use a bike trainer I’ve been considering?”

High Chat Volumes, Small Support Team

“We’re not a big team in customer service at Bikeshop, and before, we typically needed 1–2 employees fully dedicated to chat, while the rest managed phone and email. That left us with very little capacity,”

— Niklas Johansen, Bikeshop

Bikeshop is known for quality support, and answering detailed product questions takes time. During peak season, that used to mean long queues.

“Typically, there was at least a 30-minute queue on the chat, but now I hardly even think about the chat anymore.”

By implementing Mimir as their AI customer service solution, their team reclaimed time and reduced wait times to virtually zero.

From Doubt to Impact: A Technical Team’s Perspective

“50% sounded very ambitious, and we get a lot of difficult, technical product questions. There are so many garbage solutions out there,”

— Dan Morgan Karlsen, IT Manager at Bikeshop

Despite initial skepticism, the results exceeded expectations.

“The bot has brought us significant value—easily equivalent to at least a 50% position as it stands today.”

With automated support handling more than half of all chats, one staff member can now cover chat, phone, and email, while others assist in-store or handle deeper tasks.

“This has saved us a lot of time, and now the customer service team even has the capacity to help out in the store when needed, which is really valuable.”

AI Product Recommendations That Actually Convert

The AI chatbot doesn’t just answer questions—it drives revenue.

“Customers are used to bad chatbots—there’s a lot of junk out there. But this one actually works.”

Bikeshop has seen customers purchase entire bike kits based on AI-powered product suggestions. That level of trust and automation is rare—and measurable.

What’s Next: Automating Email Support

With live chat performance optimized, the next step is scaling AI automation into email support.

Keep reading our blog to see how we do that for other ecom stores, or Click Here to book a demo to see how it works!