Café San Jorge delivers enterprise-level support using Konvo with a tiny team
We worked closely with Laura Blesa - Head of eCommerce at Café San Jorge
AI resolution rate
Revenue Uplift (AI vs. Human)
Hours Saved in 2025
Region
Spain
Industry
Specialty Coffee / Subscription eCommerce
Café San Jorge is often recognised for its coffee. What is less visible is the work behind the scenes: the decisions and leadership choices that have allowed the eCommerce brand to double revenue, manage peak seasons without increasing headcount, and significantly improve customer support with AI.
To understand how this transformation happened, we spoke with Laura Blesa - Head of ecommerce, who shared how the team approached growth, operational efficiency, and the role AI now plays in their day-to-day operations.
Café San Jorge at a glance
Café San Jorge has one mission: bring great coffee to every home. Not decent coffee, great coffee. The kind most people only get at specialty cafés.
They sell direct-to-consumer, with a subscription model that delivers fresh roasted beans monthly. Their signature product, Coffee Master, sends subscribers three new single-origin coffees each month, 36 different coffees per year, turning customers into genuine connoisseurs.
As the brand grew, so did the support volume. Customers messaged about everything: delivery dates, subscription changes, tracking updates. The small team was drowning in transactional queries that weren't even real problems, just clients wanting instant answers.
They deployed Konvo's AI Agent on WhatsApp. They named her Sofía.
Today, Sofía resolves 57.55% of all conversations without human intervention and has saved the team 327 hours in 2025 alone. That's over 15 days of work in a single month.
"Konvo allowed us to double revenue while delivering exceptional 24/7 customer support without adding headcount, even during peak seasons.”
Laura Blesa
Head of eCommerce • Café San Jorge
The challenge: WhatsApp chaos
Before Konvo, Café San Jorge used WhatsApp the way most small brands do: a phone, a prayer, and hope nothing slipped through the cracks.
Everything slipped through the cracks.
Messages got lost. Responses were inconsistent. Friday afternoon questions sat unanswered until Monday morning and by then, customers were frustrated before anyone even replied.
But email didn't match customer expectations. When someone messages on WhatsApp, they expect a response in minutes, not hours. The team was stuck: they couldn't staff WhatsApp properly, but customers kept messaging there anyway.
The real pain wasn't complex support issues. It was volume. Endless transactional questions: When does my order arrive? Can I change my delivery date? What's in this month's subscription?
Important to answer. Not important enough to require a human.
The solution: Sofía, their AI Agent, takes the first shift
Sofía handles the frontline: tracking updates, subscription questions, delivery timing, product information. She responds instantly, 24/7 including Friday at 5pm, weekends, and holidays.
The shift wasn't just about automation. It was about finally making WhatsApp manageable.
With Konvo's shared inbox, the team gained visibility they never had before. Every conversation tracked. Notes on each ticket. Clear handoffs between Sofía and the human team. No more lost messages, no more Monday morning chaos.
But what surprised them was the revenue impact. Sofía doesn't just answer questions, she converts.
Pre-purchase inquiries that previously went unanswered (or answered too late) now get instant responses. Customers asking about products, subscriptions, or shipping get the information they need while they're still ready to buy.
The result: conversations handled by AI generate 7.06x more revenue than traditional human-led interactions.
The results: 15 days of work saved in 30 days
Laura pulled the numbers mid-interview. In the last 30 days alone, Sofía, their AI Agent, handled enough conversations to save Sergio, their support lead, 15 full working days.
The conversations AI handled, divided by 8 hours... it's saved our support lead manager 15 days of work in the last month. We simply couldn't have kept up without Konvo."
Laura Blesa
Head of eCommerce • Café San Jorge
58%
of conversations resolved by AI without human intervention
7.06x
revenue uplift in AI-handled conversations vs. human-only
327 hours saved in 2025
the equivalent of two months of full-time work
24/7 response capabilit
enterprise-level support from a small team
This isn't about replacing the team. It's about making the team possible at all.
For a brand their size, this level of support was previously unthinkable. Only massive eCommerce operations could afford round-the-clock coverage. Now a specialty coffee company from Zaragoza competes on customer experience with the giants.
The vision: four people, infinite scale with AI
Laura sees the future clearly: eCommerce companies will be four or five people, maximum. AI handles everything that doesn't require exceptional human judgment. The team focuses on product, brand, and the decisions that actually move the needle.
The math is simple: whether Café San Jorge sells 2x or 4x more next year, the marketing and support team stays the same size. That's the real unlock.
And the brand voice stays intact. Every response, whether from Sofía or a human, sounds like Café San Jorge. The same warmth, the same personality, the same obsession with great coffee.
