The Quality Group, known for its flagship brands ESN and More Nutrition, embarked on a project to optimize its customer service. Faced with the challenge of bringing two previously separate customer service systems (ThinkOwl and Freshdesk) onto one centralized platform, the company sought to improve efficiency, transparency and customer satisfaction through innovative solutions. With the help of Zendesk, Ultimate.AI and Knots.io, they were able to take customer service to the next level. The effect: a significant improvement in the time to first response, centralized reporting and a high degree of automation through the connection of a large number of external systems.
Customer Story | The Quality Group
Live within 3 weeks. The Quality Group achieves a significant reduction in first response times with automation and Zendesk.
Quick Facts
Company Name
The Quality Group GmbH (ESN and More Nutrition)
Industry
Nutrition, food supplements
Website
Location
Hamburg
Focus
E-Commerce
Employees
900+
Project Duration
Phase 1: 3 weeks
Project Start
05/2023
Weeks until go-live
0
Tickets/month
0
Systems connected
0
With its core brands ESN and More Nutrition, The Quality Group has established itself as a pioneer in the nutritional supplement and fitness sector with a consistent focus on quality, innovation and customer satisfaction. ESN, known for its first-class nutritional supplements and proteins, meets the high demands of athletes through strict quality standards and the selection of high-quality ingredients to guarantee the best possible results. More Nutrition expands the offering with a wide range of products specifically designed to make the modern lifestyle more convenient. Together, the two brands reflect The Quality Group’s commitment to providing customers with not only products, but also solutions that support their lifestyle and well-being.
Initial Situation
- Previously 2 separate customer service systems for the main brands ESN and More Nutrition (ThinkOwl, Freshdesk)
- Limited overview of the customer journey
- Limited to two customer service channels: Email and an independent phone solution.
- Due to the use of multiple systems: limited reporting options and use of synergy effects
Our Services
- Focus on creating a minimum viable product (MVP) and subsequent iteration.
- MVP development: First two brands launched within three weeks and three more added within the next two weeks
- Ongoing optimization & further development in various areas
- Custom 360 degree customer view app for dynamic display of customer information, orders etc. from own Customer Data Platform
- Display details from Shopify backend
- Custom themes for several help centers (designs), tailored to the specific needs of the company
- Use of technologies such as AI to summarize chat tickets
- Natural Language Processing (NLP) for automatic ticket categorization and prioritization across all brands
- Automation of frequent requests such as “When will my order arrive” in the bot
- Use of Knots.io to automate pattern recognition in messages such as order numbers
Result
- Significant increase in time for an initial response.
- Improved agent satisfaction.
- Improved ability to respond to internal customer service requests for new products.
- Increased transparency and reporting capabilities, saving time through automated reporting.
- Benefits through channelization of systems
- Simple queries can be resolved at the touch of a button through workflow automation or self-service
- Ideal basis for further growth.
Customer Feedback
“It was impressive for us to see how quickly everything progressed. We were live with our first two brands within just three weeks. We achieved a considerable improvement in the time to first response. Our collaboration with Leafworks has been extremely inspiring. With your support, we have managed to implement Zendesk at this scale and with this impressive speed.”
Alexander Mohr | Customer Director | The Quality Group
Picture credits: The Quality Group
Products used
