"As Head of International Customer Service at Octopia, I was looking for a solution to help my team manage the complexity of our multi-marketplace and multilingual operations. Since integrating Klark, we've saved an average of 1 minute per ticket, and most importantly, my agents can finally focus on what really matters: the quality of customer relationships."
Caroline, head of international customer service at Octopia since 2022, shares her experience with automating customer service using Klark. From machine translations and smart response suggestions to measurable time savings, here's how AI for customer service has transformed her team's daily routine.
Octopia offers a product catalog on French and international marketplaces, as well as B2B to dropshippers so that they can sell these products on their e-commerce sites.
International customer service must juggle the complexity of multiple marketplaces, each with its own processes, and adapt the tone and responses according to the country. Consumer habits in the Netherlands and France are not the same, which requires constant adaptation.
An AI co-pilot for agents
Klark suggests responses that agents can validate or adjust. It automatically translates and summarizes conversations, making it easier to pick up where you left off when a ticket is transferred to another agent. This automation of support allows requests to be handled efficiently while maintaining human control over each interaction.
Reduce repetitive tasks
Caroline deployed Klark to eliminate low-value-added tickets, particularly withdrawal requests, which previously required highly specific templates depending on the marketplace, country, and product type. Klark directly generates the right response, tailored to the context.
Accurate and tailored translations
Before Klark, the team used an online translator that wasted time and produced inaccurate translations. With Klark, translations are accurate and adapted to the local tone, particularly for Dutch. This is a major advantage for a multilingual helpdesk operating in several European countries.
Before Klark:
The team sought to process as many tickets as possible, sometimes neglecting quality due to lack of time. This had an impact on customer satisfaction and could lead to store closures due to processing delays.
Now with Klark:
Measurable impact: agents can now quickly validate Klark's responses without having to systematically check them, allowing them to focus on quality and customer satisfaction.
International marketplaces such as Octopia face specific challenges that AI for customer service helps to solve:
Multilingual complexity
Operating in multiple countries means handling requests in French, Dutch, English, Spanish, etc. An AI co-pilot like Klark instantly translates exchanges and adapts the tone to the cultural specificities of each market.
High ticket volume
Between follow-up requests, returns, cancellations, and product questions, marketplace support teams are overwhelmed with tickets. Automating customer service allows standard requests to be handled quickly, freeing up time for complex cases.
High quality standards
Marketplaces impose strict response times, ranging from 12 to 72 hours depending on the platform. A helpdesk equipped with generative AI maintains these standards while improving the quality of responses.
Adaptation to multiple processes
Each marketplace has its own rules, templates, and processes. Klark centralizes this information and automatically suggests the right response based on the context, saving agents from having to juggle multiple tools and knowledge bases.
For Caroline, AI customer service is not a replacement for agents but an assistant that allows them to focus on what matters most: human relationships and customer satisfaction.
"As the head of the department, I've noticed a positive impact, particularly on the indicators we monitor on a daily basis. With more time to process tickets and focus on quality, we've noticed fewer store closures due to processing times, and customers are leaving positive reviews about their interactions with our teams."
For Caroline, Klark has become a natural assistant in everyday processes. She also highlights the smooth collaboration with the Klark team: "They are very attentive and responsive. As a manager, it's extremely important to know that the tool is not set in stone and that we can develop it together."
Octopia has already started recommending Klark to other internal teams, including sales support.
About Klark
Klark is a generative AI platform that helps customer service agents respond faster, more accurately, without changing their tools or habits. Deployable in minutes, Klark is already used by over 50 brands and 2,000 agents.
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