Bulpe Fulfilment is a Dutch partner for e-fulfilment and logistics services. With a modern warehouse infrastructure and a customer-focused approach, Bulpe helps webshops and growing e-commerce companies keep their logistics simple, efficient and reliable.
The challenge
As Bulpe grew, so did the number of customer questions. Customers wanted to know where their order was, when a delivery would arrive, what was still in stock and how a process worked. Many of those questions came up again and again, but each one still needed a fast, clear answer.
That created a few concrete challenges:
- growth was putting more pressure on customer service;
- many questions about orders and logistics processes were repetitive;
- customers wanted to be able to reach Bulpe 24/7;
- the quality of service had to hold up, without extra staff.
Bulpe wanted to help customers better and faster, without losing the calm and overview within the team.
The approach
AI-Supportgroup, an Artific partner, built Bulpe an AI assistant that is the first point of contact for customers. The assistant knows Bulpe’s processes, knowledge and tone of voice, and runs on the secure, scalable Artific platform.
The assistant:
- answers frequently asked questions about fulfilment, orders and processes;
- helps customers straight away, with no waiting time;
- handles repetitive questions on its own, so customer service has less work;
- is available day and night.
The implementation was pragmatic: first live on the website, with room to build on. WhatsApp came next, so customers get help straight away on that channel too. Complex questions stay with the people at Bulpe.
The result
Since the assistant went live on the website and in WhatsApp, Bulpe Fulfilment has seen clear results:
- more than 40 percent less pressure on customer service;
- customer questions are answered faster;
- Bulpe is easier to reach, even outside office hours;
- the support team has more calm and focus.
Customers get answers faster, and employees have time left for more complex questions and personal contact. Because the platform can take on new channels, customer service grows with Bulpe, without extra pressure on people or processes.
