Champ level support.
saved per ticket
International languages supported
reduction in ticket response time
Orderchamp is a leading wholesale marketplace connecting independent retailers with unique brands across Europe. By curating an extensive catalog of high-quality products, Orderchamp helps retailers source inventory with ease while fostering long-term business relationships. As their marketplace grows, so does their need for fast, accurate, and scalable customer support.
About Orderchamp Support
- Support agents: 6
- Avg tickets per month: 2500
- Languages served: 6
The Challenge
Orderchamp’s customer support team plays a crucial role in maintaining strong relationships between retailers and brands. With a growing volume of inquiries, they needed a solution that could:
- Speed up response times without compromising accuracy
- Enable agents to work proactively on initiatives that drive business growth
- Support new agent training by providing easy access to the right information
They turned to Macha AI’s Zendesk AI Agent Assistant to streamline their support operations.
The Solution
Boosting Efficiency
3-5 minutes saved per ticket by support agents
Context-Aware Responses
AI-generated responses for accurate and context-aware replies
Faster Knowledge Access
Help Center article search and suggestions for faster knowledge retrieval
Seamless Global Communication
Multilingual support with AI-powered translations for seamless global communication
The Results
By streamlining repetitive queries, Macha AI empowered Orderchamp’s support team to focus on proactive initiatives that drive business growth. With faster responses and enhanced agent efficiency, the impact was clear—improving both customer experience and internal operations. Looking ahead, Orderchamp plans to leverage Macha AI as a training tool, ensuring new agents gain quicker access to accurate information and reducing onboarding time.
- Minutes Saved Monthly: 4000+ minutes freed up for high-value tasks
- Tickets Resolved with AI: 2500+ tickets efficiently handled each month
- Multilingual Responses Generated: 1000+ AI-powered translations per month
We have been using Macha AI for a few months, and it has quickly become a vital asset for our team’s efficiency. As a result, we have been able to increase our capacity for proactive initiatives that support our business growth. Moreover, it has provided greater peace of mind for some of our agents. Our next step is to utilize it as a support tool for training new colleagues, and I am confident it will help them gain quicker access to the right information.
Valentine de Geer
Head of Customer Support10x your Support Agent's speed, quality and efficiency with generative AI
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Brandl Nutrition improved order management by integrating Shopify and Recharge with Macha AI, automating 90% of post-purchase queries and simplifying customer access.
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How mymuesli transformed multilingual customer support with Macha AI
mymuesli leveraged Macha AI's Zendesk AI Agent Assistant to handle international customer queries, save 3-5 minutes per ticket, and improve agent productivity.
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How Orderchamp boosted support efficiency with Macha AI
Orderchamp leveraged Macha AI's Zendesk AI Agent Assistant to save 2-5 minutes per ticket, improve agent productivity, and scale multilingual support.
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Always On Support. Faster responses. Higher efficiency.
90%
Over 90% of customers expect response times under 10 minutes.
60%
Brands can automate over 60% of their support tickets with AI.
80%
A majority of CX leaders are looking to implement AI in their support processes in a significant way.