Trunkrs is the Netherlands market leader in Fresh & Frozen delivery. The company handles thousands of time-sensitive deliveries daily, including fresh food, frozen products, and healthcare items. When a delivery does not arrive as expected, customers require immediate answers.
Delivery Support at Scale
Logistics support differs from other industries. Every inquiry is time-sensitive. A customer asking about delivery status at 5 PM needs an answer before dinner. A delayed frozen food order disrupts meal plans. A healthcare delivery delay could mean someone misses their medication.
Support inquiries vary widely: tracking updates, delivery time changes, missing items, temperature concerns for frozen products, and rescheduling requests. Each inquiry is urgent to the customer waiting for their delivery.
Trunkrs handles this volume across email and chat. With 60,000+ Google reviews and a 4.8/5 rating, customers expect quick, accurate responses. During peak delivery hours, support volume increases significantly. The team needed to maintain quality while scaling operations.
Open's AI Agent
The AI agent handles support across email and chat. When a customer asks about delivery status, the agent checks the tracking system, identifies the package location, and provides the exact estimated arrival time in real-time.
For delayed deliveries, the agent checks the reason, explains what happened, and offers to reschedule to a preferred time slot. If the customer is not home, the agent can arrange neighbor delivery or reschedule for the following day.
Temperature concerns for frozen products trigger protocol checks and timeline verification. The agent escalates to the operations team when necessary. For missing items, the agent verifies the order, checks with the warehouse, and initiates the resolution process.
The AI agent takes action beyond tracking: rescheduling deliveries, updating customer preferences, processing compensation claims, and coordinating with drivers. All functions that human support agents perform, executed instantly across email and chat during peak hours.
The Results
Open's AI agent now handles the majority of Trunkrs customer support:
| Metric | Impact |
|---|---|
| Automation rate | 80% |
| Google rating | 4.8/5 (60K+ reviews) |
| Response time | Under 30 seconds |
| Channels covered | Email and chat |
The 4.8/5 rating with 60,000+ reviews demonstrates the result of matching support speed to delivery speed. When customers receive instant answers about their delivery status instead of waiting hours for email responses, satisfaction remains high.
The Impact
80% automation across email and chat enables Trunkrs to handle delivery inquiries at scale without proportional headcount increases. During peak delivery hours, the AI agent scales automatically to meet demand.
For customers waiting for deliveries, support works reliably. A message at 6 PM about an evening delivery receives a tracking update in 30 seconds. This response speed maintains the 4.8/5 rating across 60,000 reviews.
