How HOLY guarantees exceptional customer service with Neople Heini

Keeping customers happy while managing rising ticket volumes is a challenge for any growing e-commerce brand. Meet HOLY, a Berlin-based company that is transforming the soft drinks industry with ready-to-use flavored powders. We sat down with Moritz Wahrlich, HOLY’s Head of Operations, to explore how Neople Heini is improving HOLY’s customer service, helping resolve more queries without compromising on quality.

Building community with great service

Entering the crowded beverages industry is no small feat. HOLY stands out from its well-known competitors with innovative powder-based drinks that combine fantastic flavor with a ‘guilt-free vibe’—good for you and for the planet! 

As Moritz explains, community is an essential ingredient to HOLY’s success: “We're trying to build the soft drink brand of the 21st century, and that means that we're not just a brand where you go to the supermarket, grab a bottle, and that's it. But where you follow us on social media, where you're really invested with the brand, and where you buy again and again and again.”

However, building a community of loyal customers requires consistently providing exceptional customer service. This can be pretty difficult when the volume of support tickets is growing at the same time. 

So when HOLY needed to scale up its support team to meet growing demand, hiring a Neople was a natural next step. 

AI agent with a human touch

Moritz admits that he was initially skeptical about whether an AI agent would be the right fit for HOLY: “Two years ago, if you would have asked me, I would have said I would never implement a bot because I don't believe in this kind of full automation thing.” 

But after starting discussions with Neople, Moritz soon realized that hiring Neople Heini could actually enhance the customer support experience, and help free up the existing support team’s time to focus on complex cases.  

It was simply a matter of finding the right balance between AI and human touch, “Our Neople helps us with keeping a human touch in our customer service, and on the other hand, it also helps us with automation and making our human agents' answers more efficient.” 

Automated ticket resolution, without compromising on quality 

After a while, HOLY started to notice trends for certain queries that were submitted frequently and required pretty straightforward responses. This was the perfect opportunity to test out Heini’s capability to automate repetitive tasks.  

The HOLY team trained Neople Heini to automate solutions to simple tickets, without the need for any human checks. This way customers still received high-quality responses and the customer support team had more time to focus on the complicated cases. 

And, as Moritz explains, there is scope to automate even more types of tickets in the future: “My opinion is that automation will play a huge role and that there are just so many cases which are standardized and which we can automate.”

Automation solves simple customer tickets faster, and reduces the amount of tickets in the customer support team’s queue: a win-win situation.  

Enabling support teams to manage complex and sensitive tickets with ease

While a fully automated resolution is perfect for simple tickets, a human-in-the-loop approach is still needed for some cases, especially when the solution is complex or the customer is likely to become frustrated. 

Heini helps the customer support team manage these complex tickets by providing customizable suggestions for responses and actions based on its previous experience. No need for support agents to spend hours locating responses in a FAQ wiki when Heini can give it right to them.

And even better, Heini continues to learn with every interaction so his suggestions will keep improving over time. Plus Neople speak 60 languages which is helpful for fast-growing companies like HOLY who are looking to enter new markets.  

“Neople showed us that there is a way to implement an AI agent very efficiently, with low effort, in four weeks and to achieve a great result.” Moritz Wahrlich, Director of Operations. 

Fueling HOLY’s growth with Neople Heini

6 months on and Heini’s impact is clear:

• Improved productivity of support teams by helping them to solve tickets faster 
• More time for teams to spend on complex cases that need a human touch 
• Reduced overall ticket volume for teams through automated resolution for simple tickets  

As for the future, Heini is ready to help HOLY bring its eco-friendly soft drinks to even more customers around the world, providing on-brand, high-quality resolutions whatever the language or issue. 

At Neople, we’re passionate about helping e-commerce businesses improve their support with AI co-workers. Curious about how a Neople can work alongside your existing 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.