Amorelie holds the top spot as Germany's leading online retailer of adult toys.

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There are times when you connect instantly with certain clients. That's exactly how we felt when we visited Amorelie. The welcoming and friendly atmosphere in their office was truly captivating.

Following its acquisition by the Eqom group, Amorelie needed to be seamlessly integrated into the CRM system from Eqom. Additionally, a help center, chatbot, and customer satisfaction tool had to be established. 
 

Challenges often arise during acquisitions, particularly in satisfying all teams, especially when they are based in different locations and have diverse company cultures. This is when having an external party for support proves invaluable. 

We guided Amorelie for Eqom, always keeping Eqom's goals at the forefront. 

CRM System

Amorelie was integrated into Eqom's CRM system, aligning C1C2 categorisation for consistent content and reports.  By gradually aligning Amorelie's processes with Eqom's, we streamlined their operations, fostering a more efficient workflow.
  

Content Strategy

Collaborating with Zenplates, we enhanced Amorelie's new branded help center, elevating the user experience with a new theme.  The content was enriched by integrating C1C2 ticket categorisation and optimising contact options to align with Amorelie's KPIs.

Chatbot

Following EasyToys, the chatbot was also rolled out at Amorelie. Facing challenges in AI content due to the sensitive subject as seller of sex toys. 

We oversaw its implementation, analysed the business case, and rigorously tested it for effectiveness. By integrating the chatbot with a comprehensive help center and utilising AI for responses, we optimised dialogues for common queries. In just a few months, the chatbot became the primary channel for addressing customer inquiries.

Interactive Dashboards

With communication spanning across the organisation, we have a clear understanding of the requirements. Equipping customer service with the necessary tools ensures that the customer's feedback resonates within the company. By employing C1C2 categorisation, we successfully supplied customer service with interactive dashboards capable of highlighting concerns related to products, orders, or deliveries. This valuable data can also be utilised by other departments.