Mindtraveler scales instant customer support with a 7-person team using Konvo
Oriol Roca and Clara Llanas - Co-founders at Mind Traveler
AI resolution rate
Revenue Uplift (AI vs. Human)
Team Members (including Julieta, their AI)
Region
Spain & Europe
Industry
Fashion eCommerce
Key features
Konvo AI agent, Whatsapp integration, automated post-purchase flows
We talk with Oriol and Clara, founders of Mind Traveler, to understand how a eCommerce fashion brand born from emotion learned to scale without losing its connection with customers and how customer experience became a core growth lever.
MindTraveler at a glance
MindTraveller is a women's fashion brand built on a simple premise: clothing should express how you feel.
In a market dominated by neutral tones, they've carved out space for bold color combinations and emotional expression, building a fiercely loyal customer base across Europe.
As the brand scaled from an Instagram side project to a seven-person team, support volume grew with it. The same questions arrived daily: What size should I order? When will my package arrive? Can I change my address?
They deployed Konvo's AI Agent on WhatsApp. They named her Julieta.
Today, Julieta resolves 47% of all customer conversations completely on her own, no human needed. The remaining conversations are seamlessly handed off to their support lead, Cristina, with full context intact.
"Customer service was our first hire before anything else. It's the most essential part of the brand."
Clara Llanas
Co-founder • Mindtraveler
The challenge: growth vs. inbox
Every DTC brand knows the math: customer acquisition costs keep rising. Lose a customer to a slow response or missed message, and you lose the entire investment, plus the lifetime value they could have delivered.
Mindtraveller's customers expected instant answers. In the age of same-day delivery, waiting hours for an email response felt outdated. But hiring more support staff for every growth increment wasn't sustainable for a lean team.
The challenge was compounded by fashion's unique pain point: sizing. Questions flooded in daily: I'm 1.60m and slim, will this fit? I usually wear a small but everything runs long on me.
They needed a solution that could handle volume without sacrificing the personal touch that defined their brand.
The solution: Julieta, their AI Agent, joins the team
When Mindtraveller found Konvo, they weren't looking for a generic chatbot. They wanted something that could represent their brand: colorful, warm and genuinely helpful.
The channel choice was deliberate. WhatsApp isn't just faster than email, it's where their customers already live. And it matches the expectation: when you message on WhatsApp, you expect a response within the hour.
Julieta handles the first wave of every conversation: answering FAQs, providing shipping updates, helping with size recommendations. She only escalates to the human team when the conversation genuinely requires it.
The seamless handoff became crucial. Customers experience one continuous conversation, they don't feel "transferred to a bot" or stuck in automation limbo. Julieta knows her limits and passes the baton gracefully.
Beyond reactive support, Mindtraveller built a proactive post-purchase engine:
20 days after delivery → Automated satisfaction check via WhatsApp
Customer responds "satisfied" → Trustpilot review invitation + 10% discount for next purchase
Customer responds "unsatisfied" → Immediate escalation to human team for recovery
The flywheel spins: satisfaction drives reviews, reviews build social proof, social proof lowers acquisition costs, lower costs fuel growth.
The results: invisible efficiency
This "invisible efficiency" is the goal of any well-implemented AI Costumer Support system. The team focuses on growth, product, and brand — confident that routine inquiries are handled instantly.
47%
of conversations resolved by AI without human intervention
14.76x
more revenue generated in AI-handled conversations vs. human-only (a surprising side effect — Julieta doesn't just support, she sells)
Human team freed
to handle complex sizing consultations and relationship-building
Automated review collection
turning satisfaction into public social proof
The team is now exploring deeper integrations, connecting Konvo to their fulfillment system so Julieta can update shipping addresses automatically, without any human touch.
The vision: AI as a competitive advantage in eCommerce
Oriol and Clara see AI playing an even bigger role in solving one of fashion eCommerce’s biggest friction points: fit uncertainty.
"A major pain point in fashion ecommerce is sizing. Imagine if AI could help customers choose the perfect size, maybe even show them how a garment would look on their body before they buy."
Oriol Roca
Co-founder • Mindtraveler
They see AI as a key enabler of that future providing smarter size guidance, clearer reassurance, and real-time decision support exactly at the moment doubt appears.
“When you remove doubt, conversion follows naturally,” Oriol says confidently.
For now, Julieta handles the daily flow, ensuring every Mindtraveller customer gets fast, personal service that matches the brand's bold identity.
The team of seven keeps growing together. Six humans, one AI.
