How Invicta ensures round-the-clock worldwide support with Neople Hans
Discover how Invicta delivers worldwide support by working with their new digital coworker Hans.
Every e-commerce brand aims to connect with customers, and great support is key. Invicta, a global watch brand, totally gets it. But with a local team, worldwide support isn’t easy. That’s why we spoke with Bram, E-commerce Specialist at Invicta, to learn how Neople and Hans help their team collaborate with AI for global customer support.
Growing a brand also means growing incoming customer inquiries
Invicta sells watches worldwide to both consumers and businesses. The brand prioritizes customer support because it helps them connect with their audience. While "connection" sounds nice, it’s also a key differentiator, setting them apart from large online retailers.
Their approach to customer service has even helped generate repeat purchases without relying on heavy retargeting efforts. Happy customers keep coming back on their own.
But as Bram explains, this success comes with its own challenges: “Over the past few years, we’ve seen our website grow, which we’re very happy about. But it also means our inbox is growing, and we’re getting way more questions from customers.”
He adds, “We serve customers from all over the world and want to help each and every one of them. But that’s become more difficult as we’ve grown.” When challenges arise and you’re committed to delivering the best service possible, you have to find a solution.
Offering service to worldwide customers in different time zones and languages
Invicta's support team realized they couldn’t keep up with the growing number of questions coming in from different languages and time zones with their current team size. That’s when they started looking for a new way to offer international support.
Bram explains: “We’re not available 24/7, and with the increasing number of questions and the current size of our team, we had to find another solution. That’s when we discovered Neople.” By introducing Hans to the Invicta team and integrating him with their systems, a successful partnership was born.
Onboarding Hans with Neople’s managed services
What do you do when a new colleague joins the team? They need onboarding, right? That’s why we support customers in getting their own Neople up and running smoothly. Bram and his team were just as excited about the process.
Bram says: “Neople’s customer success team helped us with everything. They connected Hans to our contact center and order management system. Within a few hours, Hans was up and running and now he’s available 24 hours a day, seven days a week, 365 days a year.”
Bram isn’t the only one happy with Hans and Neople in general. He recalls how new colleagues at Invicta’s support team could interact with their digital colleague on day one. Bram: “The team gives Hans feedback and talks to him as if he’s a real colleague. Another great thing about Hans is that he often suggests better solutions than we can think of ourselves.”
The Invicta team embraced collegial AI, meaning they really want to learn and improve to grow together. They learn from Hans while also training him to become the best version of himself. Which leads to tangible results for both customers and team members.
"Colleagues who haven't seen a watch can now give answers as if they've been in the field for years."
Lightning-fast expert answers from any support team member
Since Hans is connected to Invicta’s order management system and online store, he has access to all the data needed to provide the best answer suggestions.
Bram: “Colleagues who haven’t seen a specific watch can now give answers as if they’ve been in the field for years. It also saves a lot of time. Hans can easily suggest answers for 80-100 questions, which allows us to respond right away when we start our workday.”
As an innovative company, Invicta loves to embrace new technologies. And when those technologies lead to great results, it’s an extra motivator to keep looking ahead together.
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An AI collaboration that goes beyond time-savings
Bram is clear about the benefits of working with Hans. It’s a mix of tangible results and a happier team. The Invicta support team saves time, provides faster answers, and handles more tickets at once. But that’s not all. For Bram, personalization is a key highlight.
“Hans isn’t just an app on a computer; he acts like a real colleague, and our entire team sees him that way. What makes it even more special is that he’s named after my grandfather,” Bram explains. Looking ahead, Bram is optimistic about the future with Hans: “I know there are a lot of new things on the horizon. We want to keep expanding and create an even better version of Hans.”
Wrapping up the conversation, Bram notes that Hans is a great addition to the team and, not to forget, he's always on time. Something especially important for a company that sells watches ;).
At Neople, we’re passionate about helping e-commerce businesses improve their support through AI collaboration. Curious about how your Neople can work alongside your team? Request a free demo, and in just 30 minutes, we’ll show you how Bob, Emily, or Max can improve your (international) support and boost employee happiness.
