Verkkokauppa at a glance


The customer

Verkkokauppa is one of Finland's biggest and most popular online retailers.


The market

Their customer service team supports users in 2 languages: Finnish and English.


The support team

A team of 30 handles support requests with the help of a virtual agent.


The channels

Verkkokauppa offers chat and ticket support.


The situation

Customer support agents were experiencing too many requests via phone and duplicate tickets. These were processed with high handle times due to manual ticket routing.


The solution

Chat and ticket automation that fully resolves requests, guides customers to self-serve, and seamlessly integrates with their CRM platform: Zendesk.

Getting started with Ultimate

In 2020, Verkkokauppa saw website visits grow by 50%, as people shifted their shopping online. This growth also meant more tickets, especially during peak season. So the company decided it was time to look to technology to help their agents work more efficiently.

Before signing with Ultimate, AI and Operations Manager Elina Ruuska had been piloting automation with another provider. Elina recalls how it soon became clear that Ultimate brought to the table the ROI and collaborative culture they were looking for.

“Communication with Ultimate was a big part of why we chose them. They made us feel that whatever issues might happen, they would be resolved.”

Elina Ruuska
AI & Operations Manager, Verkkokauppa

Increase in one-touch resolution 15%
Workload decrease for special shipping requests 50%
Agent hours saved weekly 400

AI use case spotlight: rapid ROI with routing

  • Before, agents needed to manually label and route high priority tickets.

  • Now, customers can automatically add special shipping requests (like express shipping) upon checkout.

  • The virtual agent then gathers additional information before escalating more complex questions to a human agent, driving down handle times.
  • Workload on this intent has decreased by 50%: Agents are no longer tied up by admin tasks and can use their time to serve customers where their human warmth and creativity is required.


AI use case spotlight: saving AHT with ticket pre-filling

  • Before, agents would need to tediously look up, then copy and paste generic information into email replies

  • Now, the bot uses AI to automatically fill in relevant information and respond to emails in seconds  

The success story



Verkkokauppa's virtual agent takes care of the same workload as 10 full-time employees — that’s approximately €330,000 saved each year.



Automation takes away the stress of unexpected support request spikes (and having to hire additional agents to manage these surges).


Industry-leading AI

Powered by language-agnostic AI, our solution helps Verkkokauppa provide accurate support in flawless Finnish.


So quick to get started

It only takes 2 hours to onboard support agents to the new bot.

Ready to streamline your support with automation?