Case Study: Lehner Versand achieves AI-first customer support across three brands with Typewise

Lehner Versand resolves 95% of chats with Typewise in 5 weeks

Lehner Versand, a Swiss e-commerce and mail order family business operating three distinct brands, faced a fragmented customer service operation. Their written communication was spread across multiple systems like Outlook and a separate chat tool, making it difficult to track conversations and provide consistent answers. This fragmentation resulted in long email response times averaging 48 hours. The challenge was to automate and unify this communication without sacrificing the quality and personal touch that is a core brand trait.

The company implemented the Typewise AI Platform to intelligently orchestrate all email, chat, and WhatsApp requests across its three brands. The solution used smart AI agents to autonomously resolve common queries while routing complex cases to human agents. As a result, Typewise helped Lehner Versand achieve a 95% chat resolution rate and over 85% customer satisfaction in AI-assisted chat. Email response time for AI-handled tickets dropped from 48 hours to just minutes, and the platform now covers roughly 65% of all written contact volume.

Lehner Versand