How Volero automated shipping questions and resolved 60% of chats with AI

Volero is one of the largest online rug retailers in the Netherlands, offering a wide assortment of carpets and home furnishing products through their e-commerce store and showrooms. As the company expands into new markets including Germany, Belgium, and Luxembourg, customer conversation volume continues to grow alongside order volume.

Customer communication happens primarily through WhatsApp and live chat, with their webshop running on Lightspeed and connected to Trengo through a custom integration.

Challenge: Too many “Where is my order?” questions

As a leading online rug store, Volero receives a large number of customer service questions every day — especially about shipping status and product details.

During peak periods like Black Friday and Cyber Monday, more than 50% of all incoming questions are about shipping. Previously, these were handled manually by the support team, creating heavy workload and slower response times.

They faced several challenges:

• Very high volume of repetitive shipping and order questions
• Slow response times due to manual lookups
• Growing pressure on the support team during peak season
• Expansion into new EU markets requiring multilingual support
• Traditional chatbots proved too rigid for e-commerce conversations
• Risk of customer drop-off when answers were too slow or too limited

Standard rule-based bots didn’t perform well enough. They relied on exact keyword matches and could not properly understand variations in how customers asked their questions. Volero needed automation that was more flexible and natural — without losing accuracy.

Solution: AI automation connected to order data from Lightspeed

Volero became an early adopter of Trengo AI, rolling out both AI Journeys and AI HelpMate in preparation for peak season. Internally, they even gave their AI teammate a name: Eva. The goal was to automate the most common questions while keeping conversations helpful and on-brand.

AI Journeys connected to order data
‍Because most questions are about shipping and order status, Volero integrated Lightspeed with Trengo AI Journeys. When a customer asks about their order, the AI Journey:

• Recognizes the order-related question
• Collects order number and email address
• Connects with the order system
• Automatically returns the latest shipping update

This removes the need for agents to manually check and reply to most order-status tickets. Management actively monitors the AI Journey dashboard weekly to track performance and continuously improve the flows.

AI HelpMate for general questions
‍Volero also implemented AI HelpMate in multiple languages, including Dutch and German, to answer general questions about:

• Shipping expectations
• Product information
• Policies and service topics

HelpMate is trained on internal documents and FAQs. If it cannot answer confidently, the conversation is automatically handed over to a human agent with context included.

Brand personality built into AI
‍Using advanced settings, the team gave their AI assistant a brand-aligned tone of voice — friendly, slightly playful, and reassuring — so automated answers still feel human and on-brand. Setup and testing are handled internally, with continuous testing in the HelpMate playground before changes go live.

Result: 60%+ of chats resolved automatically

The combination of AI Journeys, AI HelpMate, and order data integration delivered measurable results — especially ahead of peak season.

• 60%+ of customer queries resolved by Trengo AI
• 64% faster response times on WhatsApp
• Majority of shipping and order-status questions handled automatically
• Reduced manual workload during Black Friday and other peaks
• Faster, more consistent customer answers without increasing team size

Automation is now a core part of how Volero delivers fast, scalable customer service across markets.