Support Offensive at HandsomeCake! 🚀

We’ve taken our support system to the next level: from now on we’re using Zendesk – which means more clarity, faster answers, and clever assistance from our new AI agents.

Why the change?
A large chunk of requests are standard questions (shipping times, order status, payment, cancellations …). These account for around 60–70% of all tickets and eat up valuable time we’d rather spend on the complex, individual cases. That’s exactly where our new digital helpers shine:

🤖 AI and phone agents handle routine questions instantly, recognize intent and even sentiment. Our phone assistant is directly connected to our inventory system, which means it often has more up-to-date info than if we checked manually.

For you, this means: faster replies, less waiting, and more focus on the things that really matter.

And we’re not stopping there: If Zendesk proves itself in day-to-day battles, we’ll invest more resources by the end of the year – including deeper integration with our inventory system and, depending on the ticket load, possibly adding another human to support Sascha. 💪

👉 Bottom line: We’ll always stay personal where it counts – but thanks to AI handling the basics, we’ll have more time and energy for your special requests and trickier cases.