Case Study: Aventon achieves 50% chat and 15% email customer-support deflection with Netomi

Aventon Bolts Ahead with Customer Support, With Rapid Results

Aventon, an e-bike maker, was overwhelmed by surging demand during the pandemic: roughly 500 support tickets per day, email response times of 1.5–2 weeks, and a 2,400-ticket backlog that forced the team to disable chat. Wanting to scale support, deflect repeatable queries, and integrate with their Zendesk, Shopify and Helpjuice stack, Aventon turned to Netomi and its AI-powered assistant, Bolt.

Netomi deployed Bolt on chat and email (late 2021) to handle common pre- and post-sale questions, enabling 24/7 automated responses and freeing agents to focus on complex issues. Netomi’s solution delivered rapid, measurable impact — Bolt achieved 50% deflection over chat and 15% deflection over email — significantly easing backlog pressure and improving customer experience.

Aventon

Lydia Waterson

Customer Service Supervisor