Challenge
Redragon Zone sells Redragon gaming keyboards, mice, headsets, and accessories to shoppers across Malaysia. Storefront traffic brings the usual ecommerce volume: product compatibility questions, warranty coverage, shipping windows, and “where is my order?” follow-ups — often outside business hours when carts are still open.
A lean team cannot sit in live chat around the clock. Leaving those questions unanswered risks stalled checkouts and repeat DMs for the same policies already documented on the site.
Approach
The team trained a Gup agent on storefront product pages, collections, and support policies — the same knowledge shoppers expect from an official Redragon retailer. They embedded the widget on redragonzone.com.my so visitors get answers in the shopping flow, then routed edge cases (warranty exceptions, payment issues) into the Gup inbox with full transcript context for a human.
Rollout stayed lightweight: connect knowledge, test in the playground, publish a version, and drop the embed — no helpdesk migration required to go live.
Outcomes
Shoppers get instant, on-brand answers for common product and order FAQs while the team focuses on handoffs that actually need a person. Availability hours keep human coverage honest: AI stays on 24/7, and offline visitors can still leave a callback instead of waiting on an empty queue.