Case Study: Notino streamlines omnichannel customer support with Daktela

Enhancing Customer Support and Streamlining NOTINO Customer Requirement

Notino, a major European online retailer of perfumes and cosmetics, faced significant challenges as it expanded into 27 countries. The company needed to streamline its customer communication across multiple languages and channels to maintain its commitment to exceptional service. To address its need for a centralized, omnichannel solution to support international growth, Notino partnered with vendor Daktela.

Daktela implemented a comprehensive suite including a voice PBX, a helpdesk ticketing system, CRM, webchat, and SMS tools. This solution centralized all customer interactions into a single platform, allowing Notino to manage global communications from one office. The partnership resulted in efficient resolution of customer inquiries across 19 languages and laid the groundwork for future AI automation, supporting the company's massive scale of serving 20 million customers and handling up to 180,000 parcels daily.

Notino

Ludmila Foltýnová

Team Leader