About the author

Maximilian Borkowsky

Maxi knows customer service automation inside out.

Expert in scalable e-commerce customer service

Max knows online retailers' operational bottlenecks first-hand – from growing ticket volumes to inefficient processes.

AI and tech nerd

Max dives deep into new technologies long before they go mainstream. He tests tools, takes concepts apart and immediately thinks in use cases: how can e-commerce teams put this to work?

Film fanatic

His enthusiasm for storytelling is closely tied to his passion for films. His all-time favorite: The Shawshank Redemption.

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Maximilian Borkowsky
Blog

Popular posts by Maximilian Borkowsky

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3D illustration comparing an AI chatbot and live chat: an AI chatbot handles automated standard requests and forwards complex issues to a human support agent in live chat. Visualization of a hybrid customer service model for 2026.
Conversational AI & Chatbots

AI chatbot vs. live chat: which is better for which use case in 2026?

AI chatbots answer standard requests around the clock in seconds, while live chat remains the better choice for emotional or complex issues. This article compares costs, response times and use cases of both channels and shows how DACH companies in 2026 get the best of both worlds with a hybrid model of chatbot and human support.
Large “2025” digits with blue-purple tech illustrations (head, gears, circuits) on a dark background; at the bottom a wave of data points.
E-Commerce Customer Service

E-commerce customer service: the 7 trends for 2025

Customer service in 2025: it has to be fast, and the quality has to be right too. New technologies make it possible.
Three support employees in a modern office look smiling at a monitor; in front, a woman with a headset operates the computer while two colleagues help.
Conversational AI & Chatbots

A perfect match: onsite marketing in e-commerce with chatbots

Onsite marketing? That's everything that wins over you and the visitors to your website. Lead generation can be the first step – then everything else is child's play. In onsite marketing, the customer journey is the crux. Every measure has to be matched to a specific step, for example with a purchase incentive when customers are about to buy. That lowers your bounce rate and gets the most out of every visit – conversion rate optimization included! Chatbots definitely belong among the measures for optimizing your onsite marketing. We'll show you exactly how it works.
A human hand and a white robot hand touch fingertips, separated by a glowing digital network on a blue background – a symbol for the connection between humans and artificial intelligence.
Conversational AI & Chatbots

Human handover – humans and AI as a dream team in support

An intelligent human handover in customer service enables a seamless transfer from AI-based chatbots to human employees – ideal for complex, sensitive or emotional concerns. With targeted triggers, complete context transfer and empathetic communication, this hybrid model improves customer satisfaction, efficiency and service quality. The collaboration between artificial intelligence and humans isn't a trend but a decisive success factor for scalable, GDPR-compliant omnichannel support.
Wooden blocks stacked into a pyramid with symbols for idea (light bulb), growth (bar chart), pie chart, team, handshake, speech bubbles and heads with gears; behind them an open laptop with schematic arrows – a symbol of knowledge base, analysis and collaboration.
Customer Service Automation

Optimizing your knowledge base – how to make it a game changer in customer service

A modern, well-structured, AI-powered knowledge base is an underrated lever in customer service. It reduces handling times, increases customer satisfaction and lowers support costs by enabling self-service and answering standard requests automatically. Tools like Zendesk Guide, Document360 or Nuclino make it easy to build and maintain. Companies that take this route turn customer service from a cost factor into a real growth engine.
A woman uses a pen to mark a digital check mark above an emoji scale (sad–neutral–smiling) with five yellow stars – a concept image for customer feedback and satisfaction ratings.
E-Commerce Customer Service

Customer centricity: your company philosophy

"The customer is king" – a motto that's still common in retail. But e-commerce companies in particular can benefit from this attitude too. Competition in e-commerce is fierce, and customers switch to the competition faster if they have bad experiences with your customer service.
Glossary

Popular glossary entries by Maximilian Borkowsky

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Customer Experience

Self-service

What does self-service mean in e-commerce? Learn how a help center, FAQs & chatbots make your support more efficient and customer-friendly.
Order Management

Effective returns management in e-commerce

With clear return policies, fast processing and good communication, the returns experience becomes your competitive advantage in e-commerce.
Basics

Knowledge gap

When an AI chatbot fails, it's usually not the technology that's missing but the answer in the knowledge base. Learn how to spot knowledge gaps in customer service and close them systematically.