Case Study
Otrium: Scaling Customer Support with AI
Otrium: Scaling Customer Support with AI
Industry
Fashion
Fashion
Partner
engAIge
engAIge
Client
Otrium
Otrium
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The Challenge
Otrium’s growth also meant a growing number of support questions. Most of them were repetitive, leaving little room for our team to focus on the cases that truly needed a human touch.
They wanted to work smarter, not harder and create more space for their team to shine.
“We were dealing with a lot of repetitive questions. Our agents were so busy with them… we really wanted the team to focus on the more complicated topics.”
– Tessa van der Lof, Head of Operations at Otrium
The Challenge
Otrium’s growth also meant a growing number of support questions. Most of them were repetitive, leaving little room for our team to focus on the cases that truly needed a human touch.
They wanted to work smarter, not harder and create more space for their team to shine.
“We were dealing with a lot of repetitive questions. Our agents were so busy with them… we really wanted the team to focus on the more complicated topics.”
– Tessa van der Lof, Head of Operations at Otrium
The Challenge
Otrium’s growth also meant a growing number of support questions. Most of them were repetitive, leaving little room for our team to focus on the cases that truly needed a human touch.
They wanted to work smarter, not harder and create more space for their team to shine.
“We were dealing with a lot of repetitive questions. Our agents were so busy with them… we really wanted the team to focus on the more complicated topics.”
– Tessa van der Lof, Head of Operations at Otrium
Our Collaboration
Together with engAIge, we helped Otrium launch Oliver: their AI support agent.
Oliver is friendly, fast, and always on. More importantly: he sounds like Otrium.
What Oliver does brilliantly:
Answers repetitive customer questions instantly
Keeps the customer experience warm and human
Knows when it’s time to hand things over to a real person
Gives the support team the breathing space they needed
Otrium didn’t just want automation, they wanted control, flexibility and a tone that truly matched their brand. Oliver gave them exactly that with the support of weWow and engAIge.
Our Collaboration
Together with engAIge, we helped Otrium launch Oliver: their AI support agent.
Oliver is friendly, fast, and always on. More importantly: he sounds like Otrium.
What Oliver does brilliantly:
Answers repetitive customer questions instantly
Keeps the customer experience warm and human
Knows when it’s time to hand things over to a real person
Gives the support team the breathing space they needed
Otrium didn’t just want automation, they wanted control, flexibility and a tone that truly matched their brand. Oliver gave them exactly that with the support of weWow and engAIge.
Our Collaboration
Together with engAIge, we helped Otrium launch Oliver: their AI support agent.
Oliver is friendly, fast, and always on. More importantly: he sounds like Otrium.
What Oliver does brilliantly:
Answers repetitive customer questions instantly
Keeps the customer experience warm and human
Knows when it’s time to hand things over to a real person
Gives the support team the breathing space they needed
Otrium didn’t just want automation, they wanted control, flexibility and a tone that truly matched their brand. Oliver gave them exactly that with the support of weWow and engAIge.
The Impact
Oliver now handles a huge part of Otrium’s support workload and does it with consistency and care.
65% of Otrium’s ~120,000 annual tickets are now resolved automatically
Faster responses for all customers
Higher satisfaction scores
And most importantly: our support team finally has time for the more meaningful cases
“With weWow x Engaige partnership, we automatically resolve 65% of the 120,000 support tickets we receive annually.”
– Tessa van der Lof
The Impact
Oliver now handles a huge part of Otrium’s support workload and does it with consistency and care.
65% of Otrium’s ~120,000 annual tickets are now resolved automatically
Faster responses for all customers
Higher satisfaction scores
And most importantly: our support team finally has time for the more meaningful cases
“With weWow x Engaige partnership, we automatically resolve 65% of the 120,000 support tickets we receive annually.”
– Tessa van der Lof
The Impact
Oliver now handles a huge part of Otrium’s support workload and does it with consistency and care.
65% of Otrium’s ~120,000 annual tickets are now resolved automatically
Faster responses for all customers
Higher satisfaction scores
And most importantly: our support team finally has time for the more meaningful cases
“With weWow x Engaige partnership, we automatically resolve 65% of the 120,000 support tickets we receive annually.”
– Tessa van der Lof
What Otrium Says
“weWow and Engaige offered control, flexibility, and the ability to really incorporate AI in a more human way.”
– Tessa van der Lof, Head of Operations at Otrium
What Otrium Says
“weWow and Engaige offered control, flexibility, and the ability to really incorporate AI in a more human way.”
– Tessa van der Lof, Head of Operations at Otrium
The Challenge
Otrium’s growth also meant a growing number of support questions. Most of them were repetitive, leaving little room for our team to focus on the cases that truly needed a human touch.
They wanted to work smarter, not harder and create more space for their team to shine.
“We were dealing with a lot of repetitive questions. Our agents were so busy with them… we really wanted the team to focus on the more complicated topics.”
– Tessa van der Lof, Head of Operations at Otrium
Ready to create your own success story?
We build highly talented teams who work with smart AI in a way that feels natural, human, and intentional. Want to explore what that could look like for you?
👉 Book a call
👉 See how we help brands scale with clarity
Ready to create your own success story?
We build highly talented teams who work with smart AI in a way that feels natural, human, and intentional. Want to explore what that could look like for you?
👉 Book a call
👉 See how we help brands scale with clarity
Ready to create your own success story?
We build highly talented teams who work with smart AI in a way that feels natural, human, and intentional. Want to explore what that could look like for you?
👉 Book a call
👉 See how we help brands scale with clarity
The Challenge
Otrium’s growth also meant a growing number of support questions. Most of them were repetitive, leaving little room for our team to focus on the cases that truly needed a human touch.
They wanted to work smarter, not harder and create more space for their team to shine.
“We were dealing with a lot of repetitive questions. Our agents were so busy with them… we really wanted the team to focus on the more complicated topics.”
– Tessa van der Lof, Head of Operations at Otrium
The Challenge
Otrium’s growth also meant a growing number of support questions. Most of them were repetitive, leaving little room for our team to focus on the cases that truly needed a human touch.
They wanted to work smarter, not harder and create more space for their team to shine.
“We were dealing with a lot of repetitive questions. Our agents were so busy with them… we really wanted the team to focus on the more complicated topics.”
– Tessa van der Lof, Head of Operations at Otrium