Case Study: Globetrotter achieves over 50% automated customer requests with OMQ Contact

Globetrotter New Horizon in Customer Service with AI technology

The customer, Globetrotter Ausrüstungs GmbH, is a major German e-commerce retailer seeking to provide the best possible customer experience. Their challenge was to manage customer service requests efficiently for their online shop. To achieve this, they implemented OMQ Contact, an intelligent contact form solution from the vendor OMQ.

The solution, OMQ Contact, was integrated quickly and automatically answered customer inquiries in real-time using an intelligent knowledge base. This implementation by OMQ yielded significant results, with over 50% of customer requests being answered automatically. This dramatically reduced the volume of requests, lightening the workload for the customer service team while providing 24/7 support to enhance the overall customer experience.

Globetrotter

Omied Sadegie

Head of Customer Service