THE PROBLEM

As Tekeir scaled internationally, the team continued to try to manage all of its customer service queries manually, using email. This became ineffective as the company received upwards of hundreds of emails per day. The customer support team was overwhelmed.

Additionally, as the company was expanding throughout the European Union, it needed a solution that could automatically translate emails, both inbound and outbound, so that the helpdesk could meet all local language requirements. With no in-house German, Italian and Spanish speakers, it was very time-consuming translating customer messages. 

With a growing SKU number well into the tens of thousands, Tekeir was challenged with the task of devising an international pricing strategy. To do this manually absorbed lots of valuable time.  

One area where Tekeir was lagging behind was getting positive feedback. Tekeir typically sent emails to customers asking for feedback five days after a product had shipped. However, as this was being done manually, feedback requests were often sent too early. Soliciting feedback from customers who hadn’t yet received a product didn’t do Tekeir’s customer feedback rating any favors. 

The company had outgrown its manual operations and needed an automated, intelligent solution for all three of its major pain points: 

• Multilingual customer service support at scale 
• A system for customer feedback management 
• An intelligent multichannel repricing solution