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We can reliably answer 50% of all emails – even quite personalized ones – using AI. This has significantly reduced manual work and saved us a lot in costs.
How Naturbummler achieved a 37% automation rate in just two months despite a high average order value and complex claims process
Household
Company & context
Naturbummler is an e-commerce company based in Mannheim, specializing in camping furniture, accessories, and high-quality rooftop tents. With an eight-figure annual revenue and strong SEO and performance marketing, Naturbummler has become a leading brand for outdoor enthusiasts in German-speaking countries.
Target audience: 30–50-year-old travel lovers who value quality, comfort, and sustainability – whether for weekend getaways or extended adventures.
Learn more at www.naturbummler.de
Starting point & discovery
Before vennie, Naturbummler faced a key problem:
Long response times in customer support.
Customers investing in premium rooftop tents and camping gear expect precise, individualized support. Many inquiries were highly specific – e.g., missing screws or product claims – which caused delays.
Although the solutions were already available internally, unstructured information flows led to responses taking days. The result: frustrated customers and avoidable dissatisfaction.
Goals:
Reduce response times
Automate standard inquiries
Significantly improve customer satisfaction
Implementation & controls
With vennie’s AI chatbot, Naturbummler found a solution that fit perfectly into their existing tech stack.
Implementation was smooth: Shopify and Zendesk—the systems already in use—were connected in minutes.
Next, all internal company knowledge was structured within vennie:
Internal documents
Product data
YouTube videos addressing common questions
Process information, such as claims handling
This created an intelligent information layer that provides customers with relevant content or videos for general questions. For more complex cases, the bot automatically directs users to the self-service claims portal.
The rollout was closely supported by vennie, including data management and content setup, allowing Naturbummler to achieve productive results from day one.
Julia
2:34 PM
Order tracking
v
vennie
2:35 PM
Hi Julia,
I’m happy to let you know that the two […] are already on their way to you. Here are the tracking details: DHL: […] As for […], unfortunately it hasn’t been shipped yet.
It’s expected to be available from the end of […].
We’ll let you know as soon as it’s on its way. Feel free to reach out if you have any further questions!
Julia
2:34 PM
Return request
v
vennie
2:35 PM
Hi Julia,
If you’ve submitted a return request but haven’t received an email with the return label yet, it’s possible that your request is still being reviewed.
Usually, after you submit a return request, we check all the details and approve the return. Once this is done, you should receive the return label at the email address you provided.
Please also check your spam folder in case the email ended up there.
We’re always happy to help if you have any further questions.
Operations, improvement & outcome
Just a few weeks after implementation, the results were clear. Average response time dropped to 1.8 days, while the automation rate reached 37%.
Thanks to the chatbot’s intelligent suggestion feature, employees saved up to 90% of the time typically spent answering individual requests. Communication became more consistent, directly boosting customer satisfaction.
Today, the support team uses vennie as a central tool to automate recurring tasks while ensuring high-quality, uniform responses. Complex or personal inquiries are still handled manually, but the chatbot provides structured suggestions that the team can use directly. This leaves more time for personalized support and in-depth guidance.
Naturbummler plans to expand the use of vennie further. Upcoming initiatives include automating claims processes and integrating additional communication channels to make support even more efficient. In the long term, the chatbot will support other areas of the customer experience, continuously improving service quality.
The introduction of vennie’s AI chatbot demonstrates how intelligent automation and personalization can work hand-in-hand in e-commerce. By strategically leveraging AI, Naturbummler streamlined processes, optimized the customer experience, and paved the way for a scalable, future-proof support system.
Timeframe: Initial results within a few weeks; the 37% automation rate was reached within two months.
Metric definitions: Automation rate means the share of requests completed automatically during the measurement period. 1.8 days is the average response time. Up to 90% time saved refers to handling time for individual replies with suggestion support, not total support working time.
Lukas C. Rehse
– CEO, Naturbummler
"We can reliably answer 50% of all emails – even quite personalized ones – using AI. This has significantly reduced manual work and saved us a lot in costs."
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