Amevalue

BACKGROUND

Please describe your company and position.

I am the Head of Customer Support of SHEKO GmbH

Describe what your company does in a single sentence.

SHEKO is a German D2C nutrition brand making meal-replacement shakes and related supplements – combining modern research with everyday practicality and manufactured in Germany.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Amevalue to accomplish?

• Stand up and scale an order-aware CX operation across email/chat/social with clear SLAs—fully integrated with Shopify so agents can view orders and process refunds/cancellations directly inside the helpdesk (no context-switching).
• Standardize and evolve tooling & processes over time – migrating from Zendesk to Gorgias to enable one-tab Shopify actions and launching an AI assistant/self-service layer to deflect FAQs and speed resolutions
• Protect revenue and trust – keep financial processing (refunds/cancellations) accurate and auditable while improving response/resolution times and customer satisfaction for a high-volume D2C brand.

SOLUTION

How did you find Amevalue?

• Online Search
• Upwork

Why did you select Amevalue over others?

• High ratings
• Pricing fit our budget
• Great culture fit
• Good value for cost
• Company values aligned

How many teammates from Amevalue were assigned to this project?

2-5 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

• Dedicated CX team & launch. We recruited, onboarded, and managed a brand-aligned agent pod for SHEKO, with clear roles, shift rosters, QA, and weekly reporting cadences. (HR/delivery governance.)
• Multichannel support operations. Daily queue coverage for email, live chat, and social across pre-purchase and post-purchase: product questions, order status, shipping, refunds/returns, replacements, billing, and subscription issues. (Order-aware replies, tone-of-voice control.)
• Helpdesk evolution & tooling. We standardized processes in Zendesk (SLA playbooks, views, macros) and later migrated to Gorgias to go deeper on Shopify – in-ticket actions (refund/cancel/duplicate/create orders) and full order context without tab-switching. This materially sped up resolutions and reduced errors.
• Knowledge & automation foundation. We built a knowledge base (FAQs, policies, how-tos) and paired macros + rules to keep answers fast and consistent; structure followed KCS principles (capture while solving, reuse, improve, coach)
• AI assistant layer. We tested and configured an AI Agent to auto-resolve high-volume FAQs (order tracking, returns policies, product basics) and to triage/hand off edge cases to humans—aligned with Gorgias’s ecommerce AI capabilities.
• SLA & KPI management. We defined SLAs (First-Response/Resolution), set escalation paths, and delivered weekly KPI dashboards (FRT, ART, CSAT, backlog, reasons-for-contact) to marketing/ops for continuous improvement. (Operational best practices tied to helpdesk analytics.)
• Process design for peaks. Playbooks for promos/launches (staffing plans, macros, proactive notices), backlog controls, and incident response with quick release/rollback coordination when needed. 
• Customer-facing alignment. Support mirrored Help Center/contact paths and payment/fulfillment specifics so policies, refunds, and shipping answers were always accurate and on-brand.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

• Stable queues during peaks. Macros/KB + multichannel coverage kept backlog controlled through promos and launches, with refund/return workflows tracked directly via Shopify tags in the helpdesk.
• Higher quality of experience. CSAT improved as agents could see/update Shopify order data inside the ticket and follow clear SLA playbooks; this aligns with Gorgias’s e-commerce benchmarks for quicker resolutions.
• Faster time to help. First-Response Time and Average Resolution Time trended down after we moved to order-aware, in-ticket actions (refund/cancel/replace right from the helpdesk), eliminating tab-switching.
• AI impact, with human oversight. Our AI assistant deflected repetitive FAQs and sped up routine order-status questions, while agents handled edge cases—matching current industry evidence that AI reduces human-serviced contacts and accelerates resolutions when combined with human review.
• External sentiment steady. Public ratings for SHEKO remained strong throughout, reflecting consistent customer satisfaction.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

We’re still working together, and their project management is steady and transparent – milestones and weekly check-ins keep us on track, they deliver on time, and when our priorities shift, they respond quickly and adjust without fuss.

What was your primary form of communication with Amevalue?

• Virtual Meeting
• Email or Messaging App

What did you find most impressive or unique about this company?

Their blend of tool mastery and speed genuinely stood out: Amevalue not only ran day-to-day CX smoothly but also led our move from Zendesk to Gorgias and set up true in-ticket Shopify actions – so agents could view orders and refund/cancel directly inside the helpdesk, which made resolutions feel instant for customers.
Equally impressive, they paired that stack with a modern AI layer (Gorgias AI Agent) to deflect routine questions and speed up pre-/post-purchase support, aligning with where best-in-class ecommerce CX is headed in 2025

Are there any areas for improvement or something Amevalue could have done differently?

We’d start earlier with a combined playbook of Gorgias AI Agent–powered self-service, formal KCS knowledge capture, and proactive WISMO notifications (order-status updates), to deflect more routine tickets and speed resolutions from day one

BACKGROUND

Please describe your company and position.

I am the PM Lead of WaveRise

Describe what your company does in a single sentence.

Digital Marketing company

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Amevalue to accomplish?

• Ensure stable post-go-live operations, fast incident handling, and multilingual customer care that protects conversion and retention during campaigns and peaks. Our objective was to extend Waverise’s digital delivery with reliable CX operations and clear SLAs

SOLUTION

How did you find Amevalue?

• Online Search
• Referral

Why did you select Amevalue over others?

• Great culture fit
• Good value for cost
• Referred to me
• Company values aligned

How many teammates from Amevalue were assigned to this project?

1 Employee

Describe the scope of work in detail. Please include a summary of key deliverables.

IT support (L1–L2): incident triage, storefront monitoring, integration checks, vendor coordination, release/rollback assistance.

Customer support: email/live chat/social, order management (refunds/returns/replacements), shipping & billing policy handling, tone-of-voice alignment.

 HR & Delivery governance: built and managed a dedicated agent team aligned with Waverise’s project milestones – recruitment, onboarding, shift-rosters, performance tracking, ramp-up timelines. Ensured seamless hand-over from dev-delivery to support-delivery and maintained service continuity during launches/campaigns.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

Faster help, happier customers.

Stable go-live with no critical hiccups

Quicker order fixes inside tickets

Describe their project management. Did they deliver items on time? How did they respond to your needs?

Clear, steady, on-time. They set simple milestones, checked in weekly, and delivered when promised; whenever our needs shifted, they adjusted fast and kept communication tight with quick, action-oriented replies.

What was your primary form of communication with Amevalue?

• In-Person Meeting
• Virtual Meeting
• Email or Messaging App

What did you find most impressive or unique about this company?

Team and involvement in the project. A sincere desire to help, resolve any situation, and always deliver only the best possible result.

Are there any areas for improvement or something Amevalue could have done differently?

Maybe only their own AI tools/agents development

BACKGROUND

Please describe your company and position.

I am the PM Lead of Rishuchi

Describe what your company does in a single sentence.

We are a global digital agency

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Amevalue to accomplish?

• Build a comprehensive HR management structure
• Meet all support needs
• Engage requested people

SOLUTION

How did you find Amevalue?

Online Search

Why did you select Amevalue over others?

• High ratings
• Close to my geographic location
• Good value for cost
• Company values aligned

Describe the scope of work in detail. Please include a summary of key deliverables.

• L1–L2 Support Operations.
• SLA & Quality Management
• HR & Recruiting Services (Delivery Governance).

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

HR processes built, described and automated.
CSR always higher than 4.7

CSR - 4.8 and higher

Describe their project management. Did they deliver items on time? How did they respond to your needs?

We are extremely pleased to work with the company's management; they are responsible, professional, and always willing to meet us halfway. That is why we have been working together for many years.

What was your primary form of communication with Amevalue?

• In-Person Meeting
• Virtual Meeting
• Email or Messaging App

What did you find most impressive or unique about this company?

Service, price, people

Are there any areas for improvement or something Amevalue could have done differently?

I don`t see anything

BACKGROUND

Please describe your company and position.

I am the CMO of Yasmina of Beauty

Describe what your company does in a single sentence.

Yasmina of Beauty is a German beauty brand offering luxurious perfume oils and extrait de parfum blends that combine long-lasting scents with nourishing natural ingredients.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Amevalue to accomplish?

• To build a reliable customer support system that could handle all inquiries about orders, shipping, and returns quickly and professionally
• To provide multilingual, brand-aligned communication across email, chat, and social channels to strengthen customer satisfaction and loyalty

SOLUTION

How did you find Amevalue?

• Referral
• Clutch Site

Why did you select Amevalue over others?

• Close to my geographic location
• Great culture fit
• Good value for cost
• Referred to me
• Company values aligned

How many teammates from Amevalue were assigned to this project?

2-5 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

• Dedicated CX team & launch. Amevalue recruited, onboarded, and managed a small, brand-aligned agent pod for our store, following their standard “game plan” (estimate → contract → sourcing → onboarding → go-live)
• Multichannel support operations. Daily handling of order, shipping, and returns inquiries across email, live chat, and social with agreed SLAs and tone-of-voice guidelines.
• Knowledge & workflows. Creation of macros, reply templates, and a lightweight knowledge base; setup of escalation paths and weekly KPI reporting
• Customer-facing alignment. Support mirrored our Help Center / contact paths and payment/fulfillment specifics to keep answers accurate and on-brand.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

• Faster replies & resolutions. First-response and resolution times dropped versus our baseline, with customers rating interactions higher (CSAT up), thanks to tighter workflows and proactive queue management.
• Quicker order fixes in-ticket. Agents could view orders and process refunds/cancellations right inside Zendesk (no tab-switching), which sped up shipping/returns questions and reduced back-and-forth.
• Stable backlog during promos. With macros/KB and multichannel coverage, we kept the queue steady through campaigns and launches while maintaining on-time responses

Describe their project management. Did they deliver items on time? How did they respond to your needs?

Clear milestones, weekly check-ins, and quick, action-oriented replies – the team delivered on time and adjusted fast when priorities shifted.

What was your primary form of communication with Amevalue?

• Virtual Meeting
• Email or Messaging App

What did you find most impressive or unique about this company?

What felt unique was how seamlessly they worked inside our stack – Gorgias + Shopify with true in-ticket actions (view orders, process refunds/cancellations without tab-switching), which made resolutions noticeably quicker and the experience genuinely premium.

Are there any areas for improvement or something Amevalue could have done differently?

We’d only start AI-powered self-service sooner - pairing chatbots with KCS-style knowledge capture and proactive order-status updates - to deflect more FAQs and speed resolutions even further

BACKGROUND

Please describe your company and position.

I am the Head of Operations of LOOQS

Describe what your company does in a single sentence.

Gummies supplements online store

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Amevalue to accomplish?

• Build a high-performing, multilingual CX function for LOOQS, so customers get fast, accurate help across channels, and support becomes a growth lever (retention & LTV), not a cost center.

SOLUTION

How did you find Amevalue?

Referral

Why did you select Amevalue over others?

• Pricing fit our budget
• Great culture fit
• Good value for cost
• Company values aligned

How many teammates from Amevalue were assigned to this project?

1-2

Describe the scope of work in detail. Please include a summary of key deliverables.

End-to-end customer support for D2C e-commerce: email, live chat, social; order management (refunds, replacements, tracking), policy handling (shipping, returns), and proactive CX improvements (macros, KB, reporting). Amevalue operated inside Gorgias + Shopify with the native integration for instant order data in tickets; coverage and language per LOOQS care expectations.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

Faster replies & resolutions: reduced First Response Time and Avg. Resolution Time by streamlining order context inside tickets.

Higher quality: improved CSAT and QA scores through macros, knowledge base, and consistent tone of voice. (Aligned to LOOQS’ premium brand positioning.)

Operational accuracy: clean refunds/cancellations and fewer back-and-forths thanks to native Shopify↔Gorgias actions.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

Project management works great, we are 100% satisfied.

What was your primary form of communication with Amevalue?

• Virtual Meeting
• Email or Messaging App

What did you find most impressive or unique about this company?

Amevalue's professionalism, management, price, engagement, and personal approach were impressive.

Are there any areas for improvement or something Amevalue could have done differently?

They should enhance their own product support by introducing more AI-driven agents (chatbots, virtual assistants) to cover FAQs, order tracking and simple tasks - this would boost responsiveness and free human agents for more complex queries