Project overview
About the project
Bondi Bloom is a Sydney florist and lifestyle brand that sells as much through Instagram as through its website. Their DMs and comments were a goldmine buried under hundreds of daily messages the small team could not keep up with. We built an AI social concierge that auto-replies to comments and DMs, answers product and delivery questions, builds a cart, and checks the customer out through Shopify — then syncs the buyer into Klaviyo for follow-up flows. Instagram went from an inbox they dreaded to their highest-converting channel.
The challenge
Bondi Bloom was receiving 300+ Instagram DMs and comments a day — "is this in stock?", "can you deliver to Bondi Junction today?", "how much?" — and losing sales because replies came hours later, if at all. The two-person team could not watch the inbox and run the shop. Off-the-shelf chatbots felt robotic and could not actually place a Shopify order, so buyers were pushed to the website where many dropped off.
Our approach
How we delivered
Channel Audit
Analysed 60 days of DMs and comments to cluster the real questions and objections, then designed reply flows that sound like the brand, not a bot.
Catalog-Aware Agent
Connected the agent to the live Shopify catalog so it recommends real products, checks stock, and respects same-day Sydney delivery cut-offs.
In-Chat Checkout
Built cart-building inside the DM with secure Shopify checkout links, so buyers never leave the conversation to pay.
Retention Flows
Synced every buyer into Klaviyo with abandoned-DM recovery and post-purchase flows, turning one-off DM buyers into repeat customers.
What we built
Features delivered
Technologies
Tech stack used
More work
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