Case Study: Goedgemerkt handles a 240% ticket surge with Trengo

Goedgemerkt handles 240% ticket surges with Trengo

Goedgemerkt, a Dutch e-commerce brand specializing in personalized children's products, faced major customer service challenges during its peak back-to-school season. Their lean team had to handle a 240% surge in support tickets, maintain strict 24-hour response SLAs for Amazon seller messages, and scale operations for new markets. They partnered with Trengo to implement automated solutions using its platform.

Trengo implemented a multi-layered automation strategy using its Journey builder for both chat and email. This included automated order-status replies with live data from Bigcommerce and a dedicated Amazon Journey to ensure SLA compliance. As a result, Goedgemerkt can now handle the vast majority of order-status queries automatically, confidently absorbing the 240% ticket surge without adding headcount, and has extended automation to its high-volume email channel.

Goedgemerkt