Case Study: Volero resolves 60% of chats with Trengo AI

How Volero reduced their customer service response time with Trengo

Volero, one of the largest online rug retailers in the Netherlands, needed a better way to handle the growing volume of repetitive customer questions, especially “Where is my order?” shipping inquiries. As the company expanded into Germany, Belgium, and Luxembourg, its support team struggled with slower response times, heavy manual workload, and the limitations of traditional rule-based chatbots. Volero used Trengo connected to Lightspeed to support customer communication across WhatsApp and live chat.

Trengo implemented AI Journeys and AI HelpMate to automate shipping and order-status questions, answer general FAQs in multiple languages, and hand over complex cases to agents with full context. With these AI tools and the Lightspeed integration, Volero reduced response times by 64% and had 65% of conversations closed by Trengo AI, with more than 60% of customer queries resolved automatically.

Volero

Gwenda Miog

E-commerce Manager