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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
Company & context
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
Starting point & discovery
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
Implementation & controls
As one of vennie's first customers, vhgstore integrated the AI-based chatbot directly into its existing Shopify and Zendesk infrastructure. The integration went smoothly and was completed within a very short time.
Since VHG's product range and support topics are clearly structured, the automation could be specifically focused on recurring queries. A high level of effectiveness was quickly demonstrated, particularly in the area of WISMO queries: the chatbot was able to automatically inform customers of their current order status or redirect them directly to the appropriate portal.
Another focus was on the suggestion mode, in which vennie provides the support team with suggested answers that only need to be confirmed. This hybrid solution ensured that the quality of communication was maintained, while at the same time drastically reducing the processing time per query.
Julia
2:34 PM
Product claim
v
vennie
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
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.
Operations, improvement & outcome
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.
Timeframe: More than 60% within a few weeks; later more than 75%. Up to 80% refers to individual peak days.
Metric definitions: Automation rate means the share of Shopify support requests completed automatically during the relevant measurement period. Peak values are treated separately from the ongoing rate.
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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