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

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

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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