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All while maintaining a level of quality that perfectly matches our brand voice.
How Bitterliebe uses custom flows to automate internal processes beyond chatbot functionality.
Supplements
Company & context
Bitterliebe is a German brand operating internationally, generating eight-figure annual revenue. Its core audience ranges from 30 to 60 years old, with sales primarily driven through its own online store.
Defined by a strong brand identity, premium products, and a growing global presence, Bitterliebe has established itself as a leading player in the D2C health and lifestyle market.
Learn more at www.bitterliebe.com
Starting point & discovery
Before working with vennie, Bitterliebe was already using an automation solution – but it had significant gaps. Even simple processes, such as distinguishing between different tones of address, were unreliable, which meant many tickets still required manual follow-up.
In addition, the company operates internationally across multiple Shopify stores, adding further complexity to customer support. The goal was to:
establish a reliable AI chatbot solution for recurring inquiries
efficiently automate manual processes through custom flows
maintain the brand’s distinct tone of voice across all responses
and significantly increase the overall automation rate.
Implementation & controls
As part of a comprehensive implementation process, Bitterliebe optimized its FAQ structure, implemented AI chatbot capabilities tailored to the brand and its international stores, and set up custom flows to automate recurring manual processes.
The solution now handles both standard inquiries and more complex cases that were previously managed manually. A key focus was ensuring the chatbot matched the brand’s precise tone of voice, as well as integrating multiple Shopify stores to support international customers seamlessly.
Julia
2:34 PM
Return
v
vennie
2:35 PM
Hi Julia,
Thank you for your message. You can return the 5 unopened bottles from your order within […] days of receiving your items, as part of our return policy. Please send the unopened products to the following address: […] Once we’ve received and checked your return, we’ll promptly refund the purchase price for the returned items. Of course, we’re happy to help if you have any further questions.
Julia
2:34 PM
Discount code
v
vennie
2:35 PM
Hi Julia,
Sorry to hear that the discount code […] isn’t working for you. There could be a few reasons: Did you enter the code exactly as it appears? Sometimes even small typos or extra spaces can prevent it from working. You can only use one discount code per order. If you already have […] or another discount in your cart, the code won’t apply. If none of these apply and the code still isn’t working, just let us know. As a courtesy, we’ll send you a new code […]. Of course, we’re happy to help if you have any other questions!
Operations, improvement & outcome
The introduction of vennie led to an initial automation rate of around 30–35%, while customer satisfaction remained constant. Even though many enquiries are highly specific, initial manual processes were successfully automated, significantly reducing the workload of the support team.
In future, there are plans to significantly increase the automation rate, particularly for complex support processes and international enquiries, in order to make support more efficient and scalable.
Definition of key metrics: Automation rate refers to the proportion of support cases closed during the measurement period without complete manual processing. Customer satisfaction is treated as a separate quality control.
Filomena Barth
Head of Customer Support - Bitterlove
"With vennie, we can finally automate many processes that used to be manual – while maintaining a level of quality that perfectly matches our brand communication."
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