How ByteCommerce scaled multi‑brand customer service during peak season with AI automation

ByteCommerce operates several consumer electronics labels, including Paradigit NL, Paradigit IE, CampusShop.nl, CampusShop.be, and more. All supported by one central customer service team. Managing multiple brands inside a single operation already brings complexity, but each year the workload surges dramatically during the back‑to‑school season when students across the Netherlands, Belgium and Ireland, purchase new laptops.

To manage this peak without expanding headcount, ByteCommerce needed a scalable way to automate repetitive order and repair inquiries across channels like email, chat, and WhatsApp.

Desafío

Seasonal volume spikes create pressure on the support team

Starting from August and lasting up to 4 months, messages surged across all labels: mostly simple questions about order status or repair updates.

• Large volumes of repetitive inquiries
• Agents spent time looking up basic information
• Rising expectations for fast responses from their customers
• Seasonal spikes created the risk of burnout without additional staffing

Multi‑brand operational complexity

With three major labels handled inside one Trengo environment, the team had to manage distinct customer flows, tones of voice, and processes.

• Conversations needed to be routed and categorised by brand
• Agents switched between brand‑specific expectations
• High volumes made consistent quality harder to maintain

Solución

AI Agents for brand‑specific automation

ByteCommerce deployed AI Agents for Paradigit NL+IE, CampusShop.nl, and CampusShop.be. Each Agent handled recurring questions at the start of a customer conversation, and they are now able to:

• Automate FAQs for order status, repair updates, and product questions
• Ensured tone of voice matched each individual brand
• Advise shoppers on what PC, laptop, or parts to buy

This drastically reduced the number of inquiries that reached human agents. 

Automated triage with Journeys

Five AI Journeys were set up to route inquiries correctly from the moment they arrived. These AI Journeys: 

• Detect the originating label
• Classify inquiry type
• Trigger brand‑appropriate replies or routing flows

This centralised setup allowed the team to manage multiple labels efficiently while keeping each brand experience distinct.

AI Summaries to speed up agent wrap‑up

On top of that, AI summaries automatically documents conversations once they are resolved. This gave the team:

• Gave insights into trends happening in their own inbox
• Reduced post‑conversation handling time
• Improved consistency of notes across labels

Impacto

By automating repetitive inquiries and streamlining multi‑brand routing, ByteCommerce saw clear improvements across efficiency, workload management, and customer experience. The AI components worked together to absorb seasonal volume, support the team, and bring greater clarity to recurring customer needs. 

Key results include:

• Significant reduction in repetitive inquiries reaching agents
• Faster triage and routing across three major labels
• Improved insight into recurring customer topics
• Reduced team workload during back‑to‑school peak
• Space to handle higher volume without increasing headcount

“Working with Trengo feels like a real partnership. We value how they think along with us, bring fresh input, and help us move forward. The personal connection, familiar faces, and shared focus on results is what we truly value. What stands out most is having a tech partner who thinks with us, thinks ahead, and is fully committed to helping us get results, especially now that AI is starting to show its impact.”  Rob Schellekens - Team lead Customer service at ByteCommerce

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