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babyartikel.de is one of the leading online stores for everything baby. Besides a huge range from strollers and clothing to furniture, the company also offers valuable tips for expectant parents and young families. But as the company grew, so did the strain on customer service. More and more requests about returns, invoices, cancellations and order status landed in the inbox every day – tying up valuable resources in the support team.
But one request category often has its own dynamic in e-commerce: parcel problems.
Lost, damaged or delayed shipments don't just trigger lots of follow-up questions – they quickly set off complex processes, like collecting evidence, meeting deadlines, contacting the carrier, tracking refunds and more.
That's exactly where the new melibo x claim.me collaboration comes in:
Together, we embedded a parcel claims agent directly into the melibo chatbot. If photos or other evidence are needed, they're uploaded via a secure claim.me link, so the claim can be submitted completely and without follow-up questions.
The process is deliberately simple. The melibo AI agent recognizes the issue, asks targeted questions and automatically passes the data to claim.me. From there, the parcel claiming process starts directly with the carrier. claim.me helps stores manage claims transparently and consistently claim refunds, with a clear view of open, refunded or rejected cases and missing documents.
The result for babyartikel.de: customer service no longer submits parcel claims manually – and one of the most time-consuming service processes runs with far less friction. At the same time, melibo keeps automating standard requests, giving the team more capacity for complex advice without compromising service quality.
For Britta Steinberg, Head of Customer Service at babyartikel.de, the effect is clear:
"The parcel claims agent is a real game changer for our customer service. Our team no longer has to spend time on parcel claims. The agent handles communication with end customers and the claim submission process. The claim.me team then takes care of processing with the shipping provider. We're super happy with how much the claim.me x melibo agent takes a complicated claims process off our hands."
From manual processes to smart Ticket Automation
The starting point was typical for many e-commerce companies: a dedicated support team overloaded by standard requests like order status or returns. Processes relied too heavily on manual work and could hardly scale. babyartikel.de's goal was clear: make processes more efficient, shorten response times and increase customer satisfaction – without compromising on care.
"Automation must never mean serving customers worse," stresses Steinberg. "Our aim was to get faster while staying helpful."
The collaboration with melibo started in July 2024. Within a few weeks, the chatbot was integrated into the existing system and connected directly to GREYHOUND. The solution went live on August 20, 2024 – just in time to relieve the service team in the upcoming peak season.
Measurable success in record time
Clear improvements showed up shortly after go-live. More than a third of all support tickets were saved because the chatbot handles requests fully automatically. This was especially noticeable outside service hours: customers now got instant answers at night and on weekends too.
The numbers prove it: the chatbot's recognition rate is an impressive 94.3 percent, and only 4.5 percent of all requests need to be passed to the human support team. Standard processes like order status, cancellations, returns and invoices are now 100 percent automated.
"The relief was immediate," says Britta Steinberg. "Our inbox felt lighter, and we finally had time again to focus on the cases that need real advice."
More quality for customers, more focus for the team
Introducing Ticket Automation didn't just increase efficiency – it also improved employee satisfaction. The team no longer has to fight through routine requests and can focus its energy on issues that are truly complex and need personal care. At the same time, customers benefit from shorter waiting times, reliable answers and service that's available around the clock.
A look ahead
The success of the collaboration has encouraged babyartikel.de to expand automation step by step. The plan is to integrate more processes and extend the solution to additional brands in the group.
"For us, automation isn't a finished project but a process in which we keep evolving. Together with melibo, we want to get a little better every week," concludes Britta Steinberg.
Conclusion
babyartikel.de's success story shows impressively how AI-based Ticket Automation can transform e-commerce customer service for good. With melibo, the company has massively cut waiting times, lowered costs and increased both customer and employee satisfaction. An example that shows automation and personal care aren't mutually exclusive – they complement each other perfectly.
