Garten und Freizeit

More standardisation and better response times with dynamic action recommendations by VIER evolve assist


The Challenge

At the end of 2018, an optimisation of customer service became a goal for the e-commerce platform The main focus was to reduce the response time of the agents. For this purpose, a solution was needed for the Garten Shop that reliably supports agents in the fast processing of customer requests and measurably accelerates customer service and makes it more efficient.

The Solution

In response to the challenges of the leading online retailer in the garden furniture sector, an AI-supported assistance function for answering emails was implemented. After integrating AI into the Freshdesk CRM and ticketing system, the online retailer was able to provide action recommendations in the form of dynamic reply suggestions in real time to its service teams after only a short time. Instead of time-consuming copy-and-paste work, agents are reliably offered ready-made answers. This speeds up the handling process, facilitates the agents' work and at the same time increases customer satisfaction.

About Garten und Freizeit

Garten 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 the most diverse articles for leisure and garden. Every year, well over 100,000 sun loungers, garden tables, garden chairs, outdoor lounge furniture, parasols and other products for the garden are ordered online in the garden shop and delivered to customers throughout Germany and Europe. The focus when purchasing new goods is always on meeting the individual wishes and ideas of the customers. At the same time, the online retailer has its finger on the pulse and is always on the lookout for new trends for With Garten und Freizeit, customers design their garden the way they like it best - as a personal place of rest, as a playground for the children or as a meeting place for family and friends for a relaxed barbecue evening. At Garten und Freizeit, customers will find everything they need for outdoor life on the terrace, on the balcony and in the garden.

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