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vennie has saved us countless hours of manual work. On some days, we automate up to 80% of our Shopify customer inquiries.
How vhgstore achieved an automation rate of over 75% while keeping CSAT steady
Clothing
About
Vhgstore is a German streetwear and fashion jewelry brand. For over six years, it has been known for high-quality stainless steel jewelry at fair prices, establishing itself as a pioneer in the market well before stainless steel jewelry became a trend in Germany.
The brand mainly targets 16–25-year-olds, emphasizing quality, design, and customer service. VHG is particularly known for offering premium products at fair prices, making it a recognized name in the streetwear and jewelry segment.
Learn more at www.vhgstore.com
Challenge
Vhgstore already had excellent customer support, frequently praised in reviews. Yet rising support costs posed a question: how could they be reduced without compromising communication quality?
For a fast-growing e-commerce brand with a young audience, many requests are repetitive – especially regarding shipping, order status (WISMO), and simple returns. This presented a significant opportunity for automation, which vhgstore strategically leveraged to become more efficient and allocate resources more effectively.
Goals:
Reduce support costs while maintaining a high-quality customer experience
Automate recurring standard inquiries (especially WISMO & returns)
Ease the workload of the support team and reduce manual tasks
Ensure consistent, on-brand communication
Build a scalable support structure for future growth
Solution
As one of vennie’s early customers, vhgstore integrated the AI-powered chatbot directly into its existing Shopify and Zendesk setup. The integration was smooth and completed in no time.
Because vhgstore’s product range and support topics are clearly structured, automation could be targeted at recurring inquiries. WISMO requests (Where Is My Order?) were a key area: the chatbot automatically provided customers with their current order status or directed them to the appropriate portal.
Another focus was the suggestion mode, where vennie provides the support team with ready-to-send response suggestions. This hybrid approach maintained high-quality communication while drastically reducing handling time per request.
Julia
2:34 PM
Product claim
v
Vennie Assistant
2:35 PM
Hi Julia,
Thanks for your message! Your complaint has been processed, and we’ve already sent you a replacement product. Sorry again that the quality of the original item wasn’t what you expected.
Julia
2:34 PM
Address change
v
Vennie Assistant
2:35 PM
Hi Julia,
Thanks for your message! Unfortunately, we can’t change the address anymore since the package has already been shipped. As an alternative, you can check the DHL delivery options to see if there’s another solution that works for you.
Result
Just weeks after implementation, the impact of automation was clear. Within a few weeks, vhgstore achieved an automation rate of over 60%, which later rose to more than 75%. On peak days, the rate even reaches up to 80%.
Manual support effort was drastically reduced, while the customer experience remained consistently positive. Response times improved, allowing the support team to focus on more complex or individual inquiries. By automating repetitive tasks, vhgstore significantly lowered support costs without sacrificing service quality – a crucial step for improving efficiency in the highly competitive streetwear market.
Deniz Adigüzel
vhgstore Team
"vennie has saved us countless hours of manual work. On some days, we automate up to 80% of our Shopify customer inquiries."
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