Flex on.
of order-management tickets handled by AI
of subscription management tickets handled by AI
more tickets handled with same number of agents
Brandl Nutrition is a German company that makes protein shakes and other sports nutrition supplements for health-conscious athletes. Brandl Nutrition makes shakes that are individually mixed based on science and a focus on health. Their products are based on science and are confirmed to be effective by studies. Brandl Nutrition products are independently lab tested and products are made with natural ingredients, free from chemicals.
Fuel the burn
Brandl Nutrition, one of Germany’s top protein supplement brands, recognized a recurring issue despite their website's excellent UI/UX: customers were frequently seeking post-purchase support, such as tracking orders or managing subscriptions. To address this, Brandl sought an AI-driven solution that could not only provide product information but also offer immediate assistance with post-purchase inquiries.
- 70%+ of all order management tickets resolved without agents
- Deep Shopify and Recharge Subscriptions integration to solve subscription management
- A unified support channel to handle all post-purchase support
The Challenge
Brandl Nutrition, Germany's leading health and nutrition brand, offers a wide range of supplements and products, many of which are available through subscription. They faced numerous customer support requests related to subscription and order management, such as pausing or cancelling subscriptions, changing products, updating addresses or payment methods, tracking orders, or adjusting delivery dates; especially from customers who did a guest checkout. Despite having a subscription management tool, Recharge, many customers were not using the dashboard to manage these tasks independently. To improve the overall order management experience, Brandl partnered with Macha AI to integrate Shopify and Recharge into a unified system, enhancing the customer experience.
The Solution
Frictionless Automation
Macha AI integrated with Shopify and Recharge to offer a frictionless order and subscription management experience to customers through a unified customer portal.
No More Logins
Most customers found it hard to login and manage their orders. The ones who did a guest checkout found it even more challenging. Macha AI resolved this with a simple email OTP authentication for all order management actions.
High Success Rate
Macha AI is now able to handle over 90% of all order management queries coming in with minimal human intervention.
Growth Without Hiring
Macha AI’s success in managing customer interactions allows Brandl to scale its business without needing to proportionally expand its support team, effectively separating business growth from increases in agent headcount.
Partnering with Macha AI has been a game-changer for Brandl Nutrition. Managing customer orders and subscriptions used to be a time-consuming process, but the Macha AI widget has simplified everything for our customers. Now, they can easily manage their subscriptions and orders without any hassle, all through a seamless interface.
What makes Macha AI particularly valuable to us is its flawless integration with both Shopify and Recharge, which are core to our business operations. This has allowed us to offer our customers a much smoother experience while also saving us time and resources on the backend.
We’re grateful for Macha AI’s solution—it’s been instrumental in elevating our customer service and improving operational efficiency.
René Seppeur
Founder & CEOGo live effortlessly with our team supporting you at every step
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Better support. Happier Customers. Improved Loyalty.
80%
Most shoppers want an Amazon-like support experience, which is 'self-serve'
89%
Customers are more likely to make another purchase after a good support experience
60%
Customers want good support to feel loyalty towards a brand