How Volero reduced their customer service response time with Trengo

Challenge

As one of the top online rug stores in the Netherlands, Volero is expanding into new regions like Germany, Belgium, Luxembourg, and still looking for more possibilities inside the EU.

One of their biggest challenges is answering customer service questions quickly without sacrificing quality. Most of these questions are about shipping or product details. They needed a tool that could help manage this more efficiently and maybe even do a little more with automation.

That’s when they found Trengo.

Since September 2022, Volero has been using Trengo, mainly using the chatbot and automation features.

One challenge they’ve faced is that chatbots can be a bit rigid. They don’t always work perfectly in eCommerce. It can’t read emotions or understand similar words as it only recognises exact matches. For them, it’s important to improve this because customers might leave if they can’t provide excellent customer service.

Another challenge is responding quickly but accurately. During the Black Friday period, more than 50% of their questions are about shipping. Beforehand the team has been answering them manually, but now we have possibilities to automate all the tickets.

Recently, they started using Trengo AI, both AI HelpMate and AI Journeys, to streamline and support the team before the peak season’s - Black Friday and Cyber Monday (November 2024).

Solutions

Volero is one of the early adopters of Trengo AI and has embraced AI by creating a new digital teammate, whom they call Eva. They began using Trengo AI when it was still in the beta phase in early 2024.

With the help of our AI customer success manager, they have been able to maximize the functionality of the AI features.

AI Journeys

More than 50% of the questions Volero receives are related to shipping information. They have integrated their Order Management System (OMS) into Trengo AI's Journey. This means that for every inquiry about an order, it triggers an automated response, providing customers with the latest shipping updates as long as they have their order number and email address.

With this integration, the Volero team no longer has to manually respond to these types of queries.

Additionally, the management frequently uses the AI Journey dashboard to visually track progress and measure its impact. They check the dashboard once a week to identify areas where they can further improve the Journey.

AI HelpMate

Volero has set up two HelpMate bots on their website, one in Dutch and one in German.

Surprisingly, with the way they've set up HelpMate, Eva (their digital teammate) responds with a genuine human touch and even provides extra reassurance to customers at times.

The setup was super easy, Armand handled it all by himself. Now, AI HelpMate takes care of more questions automatically, without needing to escalate them to the team. He also spends time in the Trengo AI HelpMate playground to test everything before it goes live.

With the advanced settings, they’ve given Eva a fun, quirky personality, sometimes even a bit funny, to match the brand’s tone of voice.

Result

The team is making the most out of Trengo AI and has noticed that not only is the response time faster, but expansion has become easier. They now only need one FTE who speaks the local language to set up Trengo AI accordingly. This is especially important as Volero's expansion plans don’t seem to be slowing down anytime soon.

The team has also improved efficiency by channeling all queries through live chat, eliminating the need to use email. The best part is that over 60% of queries are now resolved by Trengo AI 🚀