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vennie has enabled us to automate our support without compromising the customer experience.
How Wondersmile avoided hiring new support staff and even reduced the workload for its current team with vennie.
Beauty
About
Wondersmile is an emerging e-commerce brand in the oral care sector, based in Germany. The company sells innovative toothbrushes, oral irrigators, and accessories – both through its own online store and via Amazon. With eight-figure annual revenue and a strong focus on efficient, lean processes, Wondersmile is one of the most dynamic brands in its industry.
Known for its lean operations philosophy, Wondersmile places great emphasis on automation, efficiency, and structured workflows. This mindset was also the starting point for the collaboration with vennie: the goal was to automate customer support while maintaining a high level of service.
Learn more at: www.wondersmile.eu
Challenge
At the start of the collaboration, Wondersmile faced the challenge of managing a rapidly growing volume of customer support inquiries. The number of complaints and warranty requests was steadily increasing, pushing the existing support team to its capacity limits. At the same time, the company wanted to stay true to its philosophy of keeping processes as efficient and lean as possible, rather than expanding the team.
The main objectives were clearly defined:
Reduce support workload without hiring additional staff
Automate recurring inquiries, particularly complaints and warranty cases
Relieve support agents so they could focus on complex cases more efficiently
Maintain or improve customer satisfaction (CSAT) despite higher inquiry volumes
Build a scalable support structure that remains stable even during peak periods
Solution
Wondersmile seamlessly integrated vennie’s AI chatbot into its existing support processes. Leveraging established workflows and clear support structures, the implementation was both quick and smooth.
Automation efforts focused on complaints and warranty requests, previously handled manually. In collaboration with vennie’s customer success team, a custom feature was created to automatically detect and categorize warranty cases—an essential component of the customer experience.
Within weeks, the chatbot could independently handle common inquiries and guide customers to the correct self-service portals. Strong collaboration and the trust of the Wondersmile team ensured a fast, reliable rollout.
Julia
2:34 PM
Product claim
Vennie Assistant
2:35 PM
Hi Julia,
Thanks for your message!
You ordered your Wondersmile toothbrush on […] via Amazon, so your warranty is valid until […] next year. We’ve received your complaint and are forwarding it to our quality team. The review usually takes about […]. Once the replacement is approved, you can expect to receive the new […] around […].
Julia
2:34 PM
Shipping
Vennie Assistant
2:35 PM
Hi Julia,
Thanks for your message! Your package has been shipped and, according to the carrier, is expected to arrive tomorrow. You can also track the current status using this link: […].
Result
After just two months, Wondersmile achieved an automation rate of over 50% without any negative impact on customer satisfaction. Over time, this figure rose to around 70%, while the CSAT (Customer Satisfaction Score) remained consistently high – and in some cases even improved slightly.
Thanks to AI-powered processes, Wondersmile was able to avoid hiring additional staff while significantly reducing the workload for its existing support team. Today, a single support agent efficiently manages the request volume even during peak periods, with more complex cases now receiving focused attention.
Looking ahead, Wondersmile plans to expand its use of vennie, particularly for more complex scenarios and new automation features tailored to technical warranty issues.
Rafal Luczak
Wondersmile
"vennie has enabled us to automate our support without compromising the customer experience. Conversations feel natural, processes run efficiently – and we can finally focus on what really matters: growing our business."
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