Case Study
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68%
Automated answers
402%
68%
Automated answers
402%
68%
Automated answers
402%
1,3 Days
Average response time
618%
1,3 Days
Average response time
618%
1,3 Days
Average response time
618%
31 seconds
Response Generation
8%
31 seconds
Response Generation
8%
31 seconds
Response Generation
8%
Challenge: Extreme Peaks & Multilingual Support
Vicinity receives a huge number of support requests during drop times, especially when there are delivery issues. Simultaneously, the global orientation complicates customer service, as requests need to be answered in different languages.
Another issue: Many customers create multiple tickets because they wait too long for a response – the support team can hardly keep up.
The Solution with vennie
vennie has been specifically designed to efficiently address these challenges:
Automatic response to recurring inquiries to relieve the support team.
Multilingual answers, so customers receive responses directly in their language.
Faster feedback, so customers don’t need to follow up.
Automatic updates that communicate the status of an order and avoid duplicate tickets.
Results with vennie
Thanks to vennie, Vicinity can:
Efficiently manage support peaks, especially on drop days & Black Friday.
Serve global customers faster, through automated, multilingual responses.
Fewer duplicate tickets through proactive status updates.
Conclusion
With vennie, Vicinity has elevated its customer service to a new level. Faster responses, less ticket chaos, and higher customer satisfaction – a win-win situation.
Challenge: Extreme Peaks & Multilingual Support
Vicinity receives a huge number of support requests during drop times, especially when there are delivery issues. Simultaneously, the global orientation complicates customer service, as requests need to be answered in different languages.
Another issue: Many customers create multiple tickets because they wait too long for a response – the support team can hardly keep up.
The Solution with vennie
vennie has been specifically designed to efficiently address these challenges:
Automatic response to recurring inquiries to relieve the support team.
Multilingual answers, so customers receive responses directly in their language.
Faster feedback, so customers don’t need to follow up.
Automatic updates that communicate the status of an order and avoid duplicate tickets.
Results with vennie
Thanks to vennie, Vicinity can:
Efficiently manage support peaks, especially on drop days & Black Friday.
Serve global customers faster, through automated, multilingual responses.
Fewer duplicate tickets through proactive status updates.
Conclusion
With vennie, Vicinity has elevated its customer service to a new level. Faster responses, less ticket chaos, and higher customer satisfaction – a win-win situation.
Challenge: Extreme Peaks & Multilingual Support
Vicinity receives a huge number of support requests during drop times, especially when there are delivery issues. Simultaneously, the global orientation complicates customer service, as requests need to be answered in different languages.
Another issue: Many customers create multiple tickets because they wait too long for a response – the support team can hardly keep up.
The Solution with vennie
vennie has been specifically designed to efficiently address these challenges:
Automatic response to recurring inquiries to relieve the support team.
Multilingual answers, so customers receive responses directly in their language.
Faster feedback, so customers don’t need to follow up.
Automatic updates that communicate the status of an order and avoid duplicate tickets.
Results with vennie
Thanks to vennie, Vicinity can:
Efficiently manage support peaks, especially on drop days & Black Friday.
Serve global customers faster, through automated, multilingual responses.
Fewer duplicate tickets through proactive status updates.
Conclusion
With vennie, Vicinity has elevated its customer service to a new level. Faster responses, less ticket chaos, and higher customer satisfaction – a win-win situation.
Demo Responses
Demo Responses
Demo Responses
Customer Support that works
Customer Support that works
Cancellation
Hey [Name], Ta commande numéro [Bestellnummer] a déjà été expédiée. Comme elle a été envoyée, elle ne peut pas être annulée à ce stade. Cependant, tu peux retourner l'article dans les 14 jours suivant sa réception. Assure-toi que les frais de retour soient à ta charge, sauf si l'article est défectueux. Si tu souhaites procéder au retour, suis le processus de retour pour nous renvoyer l'article.
Cancellation
Hey [Name], Ta commande numéro [Bestellnummer] a déjà été expédiée. Comme elle a été envoyée, elle ne peut pas être annulée à ce stade. Cependant, tu peux retourner l'article dans les 14 jours suivant sa réception. Assure-toi que les frais de retour soient à ta charge, sauf si l'article est défectueux. Si tu souhaites procéder au retour, suis le processus de retour pour nous renvoyer l'article.
Cancellation
Hey [Name], Ta commande numéro [Bestellnummer] a déjà été expédiée. Comme elle a été envoyée, elle ne peut pas être annulée à ce stade. Cependant, tu peux retourner l'article dans les 14 jours suivant sa réception. Assure-toi que les frais de retour soient à ta charge, sauf si l'article est défectueux. Si tu souhaites procéder au retour, suis le processus de retour pour nous renvoyer l'article.
General question
Hey [Name], if you have submitted a return request but haven't received an email with the return label, it might be that the request is still being reviewed. Typically, we check all details after you submit the return request and approve the return. Once this is done, you should receive the return label at your provided email address. Please also check your spam folder in case the email ended up there. If you have any further questions, we are always here for you.
General question
Hey [Name], if you have submitted a return request but haven't received an email with the return label, it might be that the request is still being reviewed. Typically, we check all details after you submit the return request and approve the return. Once this is done, you should receive the return label at your provided email address. Please also check your spam folder in case the email ended up there. If you have any further questions, we are always here for you.
General question
Hey [Name], if you have submitted a return request but haven't received an email with the return label, it might be that the request is still being reviewed. Typically, we check all details after you submit the return request and approve the return. Once this is done, you should receive the return label at your provided email address. Please also check your spam folder in case the email ended up there. If you have any further questions, we are always here for you.
Adress change
Hey [Name], Thanks for reaching out about your order [Bestellnummer]. I'm sorry for the hassle. The order's already on its way, so we can't change the address now. I'd suggest getting in touch with the shipping carrier to see if they can help redirect the package to the correct address. They might be able to sort it out or give extra delivery instructions to make sure it gets to you. If there's anything else we can do, just let us know. We appreciate your understanding and patience.
Adress change
Hey [Name], Thanks for reaching out about your order [Bestellnummer]. I'm sorry for the hassle. The order's already on its way, so we can't change the address now. I'd suggest getting in touch with the shipping carrier to see if they can help redirect the package to the correct address. They might be able to sort it out or give extra delivery instructions to make sure it gets to you. If there's anything else we can do, just let us know. We appreciate your understanding and patience.
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