Case Study Garten und Freizeit
E-mail Agent Assist
for E-commerce Platform
More standardization and better First Response Time with dynamic answer suggestions by parlamind
Client
garten-und-freizeit.de by Raumschmiede GmbH
Industry
E-Commerce
Project
E-Mail Automation & Agent Assist
System Environment
Freshdesk
Project Period
since Q4 2018
Case Study Garten & Freizeit
E-mail Agent Assist
for E-commerce Platform
More standardization and better First Response Time with dynamic answer suggestions by parlamind
Client
garten-und-freizeit.de by Raumschmiede GmbH
Industry
E-Commerce
Project
E-Mail Automation & Agent Assist
System Environment
Freshdesk
Project Period
since Q4 2018
Background
About Garten und Freizeit
Garden und Freizeit is the expert for high-quality, exclusive garden and leisure furniture. As a leading online retailer in the garden furniture sector, the brand offers a particularly extensive, well-stocked range of different items for leisure and garden.
At Garten und Freizeit more than 100,000 sun loungers, garden tables, garden chairs, outdoor lounge furniture, parasols and other garden products are ordered online each year and delivered to customers throughout Germany and Europe.
When purchasing new goods Garten und Freizeit always focuses to meet the individual wishes and expectations of the customers. At the same time, the online retailer is always up to date and always in search of new trends for Garten-und-Freizeit.de.
With Garten und Freizeit, customers can design their garden the way they like it best – as a personal resting place, as a playground for children or as a meeting place for family and friends over a relaxed barbecue.
At Garten und Freizeit, customers will find everything they need to live outside on the terrace, on the balcony and in the garden.
Challenge
Higher Productivity
Relief of Agents
Shorter Response Times
At the end of 2018 Garten-und-Freizeit.de aimed to improve its customer service of its e-commerce platform. The main goal was to shorten the response time of the agents. For this, a solution was needed for the online shop, that would reliably support agents in the fast processing of customer inquiries and accelerate the customer service in order to make it more efficient.
Solution
Faster Processing & Higher Efficiency through
Smart Answer Suggestions
In response to the challenges of the leading online retailer in the garden furniture sector, an AI-assisted e-mail feature was implemented. After integrating Artificial Intelligence into the Freshdesk CRM and ticketing system, the online retailer was soon able to support its service teams with dynamic answer suggestions in real time. Since then instead of time-consuming copy-and-paste work, agents are reliably offered ready-made answers instantly. This accelerates the processing of incoming tickets, facilitates the work of the agents while increasing customer satisfaction.
Case Study Garten & Freizeit
Results
With e-mail automation, Garten und Freizeit increases the productivity of its service teams while relieving its agents. In turn the online retailer’s customers benefit from shorter response times to their questions creating a better Customer Experience.
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