Case Study: Kanmo Group achieves 42% chat deflection and 40% faster first response times with Verloop.io

How Kanmo Group Manages Multiple Brands Multilingually

Kanmo Group, an omnichannel retailer operating brands such as Mothercare, ELC and Kate Spade New York, faced a surge in customer chats during the COVID pandemic and needed to maintain brand-consistent, multilingual support and faster resolutions across channels. To address these challenges they partnered with Verloop.io and adopted its customer support automation platform and unified console to handle high chat volumes, preserve each brand’s tone, and support Bahasa-first interactions.

Verloop.io implemented a multilingual, unified support platform with API-driven customer context and out-of-the-box integrations (Google Hangouts for video support, location-based store guidance, and sales/invoice entry features). The Kanmo Bot deflected roughly 42% of chats and agents’ first response time improved by 40%, enabling more self-service, faster resolutions, and safer remote shopping during the pandemic.

Kanmo Group

Craig Wheeler

Group Digital and Omnichannel Director