Let’s turn your support team into a growth engine.
Zeelool is a leading global eyewear brand with $130M+ in annual revenue and a rapidly growing customer base of over 6 million users. As the brand expanded its presence across multiple continents, its customer service team faced mounting pressure to handle increasing order volumes, complex after-sales inquiries, and multilingual communication needs.
Challenge
With operations spanning multiple regions and customer touchpoints, Zeelool needed to maintain a high level of service quality while managing rising support demand. Agents were responsible for navigating complex sales and service scenarios, from prescription verification and frame exchanges to refund processing and shipping issues. These interactions often required switching between multiple platforms and languages, making it challenging to ensure fast, consistent, and personalized responses for customers worldwide.
Solution
Zeelool partnered with Solvea to centralize its support operations and integrate AI-powered automation into its service workflow. Solvea connected directly with Zeelool’s various customer touchpoints, across e-commerce platforms, social channels, and messaging apps, enabling the team to manage all inquiries from a single interface.
By automating order status checks, after-sales service processes, and multilingual responses, Solvea reduced manual workload and ensured consistent brand voice across regions. The AI resolution engine was trained on Zeelool’s policies and historical cases, allowing it to handle over 30 types of sales scenarios with precision.
Results
Since implementing Solvea, Zeelool has automated 38% of message responses with an accuracy rate of over 80%, significantly improving service speed and consistency. Agents can now focus on high-value interactions, while automation handles the majority of routine inquiries. This has enabled Zeelool to keep pace with global growth without compromising service quality, ensuring that customers receive fast, accurate, and personalized support no matter where they are.
