Case Study: Ballsportdirekt resolves 90% of customer requests with botBrains

How Ballsportdirekt resolves 90% of Customer Requests with botBrains

Ballsportdirekt, a large German online retailer for handball gear, was facing an overwhelming volume of repetitive customer inquiries regarding order tracking, returns, and product availability. This challenge led to slow response times and increased customer dissatisfaction. To address this, they sought a scalable solution from the vendor botBrains.

botBrains implemented its AI-powered chatbot, which integrated directly with the customer's ERP system to provide real-time order information. The solution autonomously resolved 90% of incoming requests, handling over 14,000 conversations in a year. This resulted in instant response times for customers, a dramatic reduction in ticket volume, and allowed the human support team to focus exclusively on complex cases.

Ballsportdirekt

Carolin Holtwiesche

Product Manager Indoor