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Our support was fully manual before vennie.
How Avenue Girls went from Apple Mail to over 30% AI-powered ticket solution rate in just one month
Household
About
Avenue Girls is an emerging German fashion brand for young women and one of the fastest-growing brands in its segment. With a keen sense of trends and rapid product turnover, Avenue Girls quickly adapts styles for its online store.
The company now generates seven-figure annual revenue and is highly regarded for its community engagement and deep understanding of Gen Z fashion.
Learn more at www.avenuegirls.de
Challenge
Before working with vennie, Avenue Girls faced a fundamental challenge: all customer support was handled manually via Apple Mail. There was no structure, no automation, and no ticketing system.
As order volumes grew, so did support requests – particularly around shipping times, returns, and pre-orders. The existing system couldn’t scale and would have required additional staff. The goal was to create a modern, scalable support structure that works reliably even during holidays or staff shortages.
Goals:
Build a professional ticketing system as a foundation for automation
Reduce manual work in customer support while revenue grows
Automate recurring inquiries (WISMO, returns, pre-orders)
Ensure brand-consistent communication with a youthful, authentic tone
Establish a stable, future-proof support structure
Solution
Avenue Girls was guided by vennie throughout the entire implementation process – from introducing a new ticketing system to fully automating core support processes.
First, the manual email setup was replaced with a professional ticketing system, which was then seamlessly connected to vennie. The AI chatbot automatically handled recurring inquiries, especially about shipping status, returns, and pre-orders.
A key focus was on maintaining brand tone: Avenue Girls communicates in a youthful, direct style with carefully placed emojis. The AI was trained to preserve this tone in every response, ensuring automated messages feel just like the previous support replies.
Currently, the team is working with vennie to automate additional processes, such as generating return labels for claims.
Julia
2:34 PM
Return
Vennie Assistant
2:35 PM
Hi Julia,
Thanks so much for your message 💖! Once you’ve sent the package back and it has arrived at our warehouse and been checked, we’ll start processing your return. You’ll automatically receive an email confirming that we’ve received your return. From that date, the process usually takes up to […] business days.
Once the inspection is complete, we’ll notify PayPal so your payment status can be updated. The refund will then go directly back to your original payment method. Important: We can only process the return and refund if you’ve registered the return in our returns portal beforehand.
If you like, you can also contact PayPal directly to ask if your invoice can be temporarily paused until we’ve finished processing the return. And of course, if you have any other questions, feel free to reach out to us <3.
Julia
2:34 PM
Shipping status
Vennie Assistant
2:35 PM
Hi Julia,
Thanks for your message and your inquiry about your order #[…]. Here’s the latest update on your delivery: 💖
Part of your order has already been shipped! Here are the tracking details for the item […]:
Tracking number: […]
Tracking link: […]
You can check the shipping status anytime using the link. Thank you for your patience! I hope this helps. If you have any other questions, feel free to reach out to us <3.
Result
Die Einführung von vennie führte bei Avenue Girls zu einem grundsätzlichen Wandel im Support. Innerhalb weniger Wochen wurde der Wechsel von manuell gesteuertem E-Mail-Support zu einem vollständig digitalisierten, KI-gestützten System umgesetzt.
Trotz steigender Umsätze blieb das Supportvolumen konstant – ein klarer Indikator für die Wirksamkeit der Automatisierung. Das Team konnte entlastet werden, ohne dass neue Mitarbeiter eingestellt werden mussten, und der gesamte Support läuft nun strukturiert, markenkonform und skalierbar.
Mit den kommenden Erweiterungen - etwa der automatischen Label-Erstellung - wird Avenue Girls die Automatisierungsquote weiter erhöhen und den Supportaufwand noch weiter senken.
Lucas Auinger
Avenuegirls Team
"Our support was fully manual before vennie. Now everything runs in a structured, automated, and on-brand way. The chatbot communicates like our team, only it is faster and more efficient."
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