CookingLife is one of the Netherlands leading online kitchenware retailers, serving over 1 million customers with a curated selection of 10,000+ kitchen products from premium brands like Le Creuset, KitchenAid, and Zwilling.
The E-commerce Challenge
Running a large-scale e-commerce operation means handling thousands of customer inquiries daily. Where is my order? Can I return this item? Is this product compatible with my cooktop? What is the difference between these two knife sets?
Every question needs an answer. Every order issue needs resolution. And in the competitive world of online retail, response time directly impacts customer satisfaction and repeat purchases.
What Open Does
Today, Open handles over 70% of CookingLife customer support volume. The AI is trained on their entire product catalog, shipping policies, return procedures, and brand-specific knowledge.
It answers product questions with genuine expertise, understanding the difference between stainless steel and non-stick, knowing which pans work on induction cooktops, and recommending the right knife for different cooking styles.
For order-related inquiries, Open integrates with CookingLife systems to provide real-time tracking updates, process return requests, and handle delivery issues automatically.
Automation That Works
The implementation focused on three key areas:
- Order Management: Automated tracking, delivery updates, and return processing
- Product Expertise: AI trained on 10,000+ products with detailed specifications
- Inventory Integration: Real-time stock checks and restock notifications
When questions require human judgment, like warranty claims or damaged items, Open escalates with full context, making handoffs seamless.
The Results
The automation initiative delivered measurable impact across the business:
| Metric | Impact |
|---|---|
| Automation rate | 70%+ |
| Avg response time | <1 min |
| CSAT score | 4.5+ stars |
| Products in catalog | 10,000+ |
The Impact
70% automation means CookingLife can scale their customer base without proportionally scaling their support team. Customers get instant answers at any hour, whether they are asking about a product at midnight or tracking a delivery on Sunday morning.
The support team evolved from answering routine questions to focusing on complex customer relationships, product expertise, and improving the overall shopping experience.
For a retailer serving over 1 million customers with 10,000+ products, that is the difference between drowning in tickets and delivering exceptional service at scale.
