How SharpTools unlocked the full value of Trengo through tailored onboarding

SharpTools is a Dutch e‑commerce brand serving customers across Europe in German, French, and English. As their business grew, their small support team needed a setup that was simple to use and backed by real hands‑on guidance. Their previous platform, Zendesk, didn’t offer that. The team struggled with its complexity and, more importantly, felt they lacked the support needed to make it work. Without clear onboarding or proactive guidance, their system never became the efficient, automated environment they envisioned.

SharpTools needed more than a tool; they needed a partner. One that would guide them through setup and help them fully activate the capabilities that would make a difference in their day‑to‑day work. That’s when they moved to Trengo.

Herausforderung

SharpTools needed a simpler support environment, but more importantly, they needed strong onboarding and ongoing guidance. Their experience with Zendesk made it hard to unlock value:

• Lack of support and guidance: Minimal onboarding from the Zendesk team, no best practices to follow, and little help understanding which features to use or how to configure them.
• A platform that felt too complex: Basic tasks required multiple steps, setup was difficult, and the team couldn’t effectively access or activate automation and AI features.
• Growing communication demands: A support operation spread across three languages with customers reaching out on multiple channels.
• Lack of a unified workflow: No single overview for conversations and too much manual handling of repetitive, predictable questions.

The combination of complexity and limited support held SharpTools back from modernizing their customer communication.

“To be honest, we doubted whether we would ever truly get a grip on our customer contact. Our social media and email inboxes were becoming increasingly disorganized, and even after switching to Zendesk, things remained complex and unclear. We lacked overview, speed, and, above all, the ability to truly help our customers.” 

Lösung

Trengo onboarded SharpTools with a tailored, hands‑on program focused on setup, education, and activating the automation capabilities they were missing.

1. A guided, proactive onboarding

From the start, the Trengo team worked closely with SharpTools to understand their workflows and build the right setup. This included:

• Step‑by‑step onboarding sessions
• Recommendations tailored to their business
• Dedicated support and proactive check‑ins
• Clear guidance on how to use AI effectively

This level of support became the turning point: SharpTools finally had a partner steering them in the right direction.

2. A unified AI-ready workspace

All communication channels were consolidated into one inbox, giving the team the clarity they lacked before. During onboarding, we also activated their AI Agent to handle key FAQs and began preparing more advanced automation use cases together.

3. Shopify‑powered WISMO automation (in progress)

We’re now working with SharpTools to connect Shopify directly to Trengo, enabling the AI Agent to manage WISMO questions, perform order lookups, and provide automated status updates. With the foundations in place, Trengo is proactively helping them take the next step, unlocking more advanced AI capabilities and ensuring they get the most value out of their setup.

“Then we came into contact with Trengo. What stood out immediately was how well they understood the challenges we were facing. The implementation was extremely user-friendly, and the onboarding process was smooth and structured. We were guided step by step, allowing us to build scalable and efficient customer contact without stress.”

Aufschlag

The difference was immediate. With tailored onboarding and an ongoing partnership, SharpTools now has a support environment that feels intuitive, scalable, and genuinely helpful to their daily operations.

They now have: 

• A unified inbox that brings clarity across all channels, and a team so satisfied with Trengo that they proudly rate it a 10
• A multilingual AI Agent that handles core FAQs and provides instant responses
• A roadmap for advanced automation, including WISMO workflows powered by Shopify data
• Proactive support from a team that continues to check in, refine, and build with them

Most importantly, SharpTools finally has a platform they can grow with, backed by a team that makes sure they get the most out of it.

“We are already seeing the results: more overview, faster responses, and, above all, better conversations with our customers. Where customer contact was previously primarily reactive and chaotic, we are now in control and can truly add value. Customers are not only being helped but are experiencing better service, and this is reflected in satisfaction.”

Unser Fazit zu automatische Nachrichten auf Instagram

By replacing Zendesk with Trengo, SharpTools has built a support operation that matches the size, structure, and ambitions of their growing e‑commerce business. The unified inbox simplifies daily workflows, AI automation reduces repetitive work, and the Shopify integration creates fast, accurate responses for customers.

This transformation positions SharpTools to scale efficiently, serve international customers consistently, and continue growing without adding unnecessary operational complexity.‍

"Although we have only just become a customer, we are already convinced. Trengo does not feel like an expense, but an investment that pays for itself in better customer relationships and higher revenue. We would recommend Trengo without a doubt to any organization that wants to take customer contact seriously."  Tycho Elings - Customer & Sales at SharpTools

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