How Rocksteady Corp went from a stretched support team to 24/7 AI agent coverage in 48 hours with Chatbase
48 hours
to integrate Chatbase
3 channels
covered: website, email, registration page
At a glance
Rocksteady Corp is a wholesaler and retailer of consumer electronics, selling primarily through self-serve channels on its own Shopify site and partner websites. Before Chatbase, customer support ran on email and a live chat box during business hours. Volume was unpredictable, response windows kept stretching, and the team was getting pulled out of focused work to handle the same questions on repeat.
“It has freed us to look at customer service at a macro level, getting out of the weeds and more easily tracking trends.”
Constant interruptions, unpredictable schedules, and a team running out of road
Customer support was a constant interruption. Emails arrived at random hours, the live chat could only be staffed during business hours, and questions came in faster than the team could process them. The team tried the obvious fixes first. They built out self-help video content. They added a live chat bot for business hours. But coverage gaps remained and the volume kept climbing.
“Team burnout and missed support calls drove us towards finding a better solution.”
A 24/7 AI agent live in 48 hours, built on Claude
Rocksteady deployed Chatbase across three customer touchpoints: the live chat agent on their website, an auto-response that points emailed inquiries back to the AI agent, and the registration page where new customers come in. The choice of Chatbase came down to two things: Claude as the underlying model, and ease of integration. The agent slotted in right alongside their existing Shopify storefront and email platform, with no heavy systems work and no engineering team to pull in. Building a thorough knowledge base took a few weeks of getting the content right. The Chatbase integration itself took 48 hours. Shopify merchants starting today have an even shorter path: Chatbase's native Shopify integration installs in a few clicks and trains the agent automatically on your product catalog, inventory, and store details, so the agent knows your store from day one.
“Integration with our main AI tools was a big reason why we chose Chatbase, plus ease of integration. Much faster and easier than anticipated.”
The results
The first result is the obvious one: happier team, happier customers, with most of the recurring volume now handled by the agent. The second result was less expected. The team has started using past conversations as a knowledge base improvement loop. Reviewing what customers actually ask, where the agent struggles, and what new topics are emerging has become part of how they think about customer service. That shift, from reactive ticket-handling to strategic trend-spotting, is the real win.
“It has quickly become addictive for us to review past conversations and as a way to improve our knowledge base. It has freed us to look at customer service at a macro level, getting out of the weeds and more easily tracking trends.”
What's next
Rocksteady is still early into the rollout. Revenue and conversion impact are too early to call, but the team is happy with where things sit. The plan is to continue using the agent's conversation log as the feedback loop into their knowledge base, and to expand its reach into more parts of the customer journey as they learn what works.
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