Case Study: CEWE achieves scalable, empathetic customer service with botario and NFON

CEWE handles 400% peak demand with NFON

CEWE, Europe's leading photo and online printing company, faced a major challenge in handling a 400% seasonal surge in customer support inquiries, many of which were repetitive and emotionally charged. They needed a solution from vendor NFON, using their botario platform, to scale service capacity without losing the emotional connection to customers, especially outside of business hours.

NFON's solution implemented the AI-powered botario platform to provide end-to-end process automation for complaints and returns, integrated via both web chat and voice. This allowed CEWE to offer instant, 24/7 resolutions to customers, which improved efficiency by freeing agents to focus on complex cases and resulted in a smoother, higher quality experience that reflected the company's standards.

CEWE