Case Study: Kross achieves 86% chat automation and turns customer service into a sales-driving expert team with Zowie

Kross Turns Chat Automation into Valuable Team Member

Kross, a 30+-year-old bicycle manufacturer with a large e‑commerce footprint and sales in 50 countries, needed to scale customer service for online growth: provide 24/7, multilingual support, learn more about customer needs, and build a bike‑selection assistant. To meet those goals they partnered with Zowie to deploy AI‑driven chat automation and a chatbot for routine and product‑selection queries.

Zowie’s automated chat solution immediately handled the bulk of inquiries—Zowie automated 86% of chats and now manages about 1,000 of ~1,400 daily messages (a ~73% reduction in agent tickets)—allowing Kross to keep headcount flat despite growth, expand 24/7 multilingual coverage, increase sales as agents shifted into advisory roles, and gain richer customer insights. Zowie’s platform turned repetitive tasks over to automation so Kross’ CS team could focus on higher‑value interactions that improved conversions and customer satisfaction.

Kross

Karolina Wierzbicka

Customer Experience and RPA Specialist