The starting point: support at its limit
print24 is one of Europe's leading online printing companies, with over 500 employees from 25 countries. Every day, thousands of requests come in – from order status and payment questions to complaints.
The challenge: tickets of very mixed quality that needed time-consuming rework. Manually searching for order and customer numbers in particular tied up valuable time and kept the support team from focusing on the requests that really mattered.
"We had too many customer requests, too few resources and lots of recurring questions that overloaded our support team."
– Tim Lange, Head of Customer Service at print24
The solution: AI-powered customer service with melibo
In October 2023, print24 launched the project with melibo. The goal: relieve customer service with a next-generation chatbot while boosting customer satisfaction.
Implementation took just a few weeks:
- Project start & data handover: October 2023
- Chatbot build incl. integration with Salesforce, ERP systems & GPT: November 2023
- Login feature & go-live: December 2023
Since then, the chatbot has offered 24/7 support in 23 languages and handles standard requests like order status, invoice requests and address changes.
"melibo is a great solution for us. Customers have access to all topics and get all their questions answered 24/7."
– Tim Lange
Results: more efficiency, better customer experiences
Just a few weeks after go-live, the results were impressive (November 2023 – April 2024):
- 21,714 users used the chatbot
- 85.8% recognition rate for requests
- 926 support tickets created automatically
- Time savings: the team could focus on complex requests
- Fewer phone & email requests thanks to the bot
The most frequent question? Clearly: order status – asked in the chatbot over 27,000 times.
"A super-efficient AI bot – the feedback has been positive across the board. We've cut waiting times and improved ticket quality at the same time."
– Tim Lange
Conclusion: successful customer service with AI in e-commerce
By introducing the melibo chatbot, print24 has future-proofed its customer service:
- Lower costs, since recurring requests are handled automatically
- Higher revenue, since the chatbot actively supports purchase decisions
- Happy customers who get answers around the clock
