Transforming customer engagement for a global Sports equipment manufacturer
Transforming customer engagement for a global Sports equipment manufacturer
Transforming customer engagement for a global Sports equipment manufacturer
The Client
A global leader in premium fitness equipment, headquartered in Europe, the client is renowned for German engineering and medical-grade quality. Trusted by thousands of households, gyms, and wellness centers worldwide, they specialize in mini-trampolines and wellness solutions that promote fun, safe, and effective exercise. As rapid growth drove rising support volumes and increasingly complex queries, the need for a scalable, intelligent system became critical to maintain service quality and customer satisfaction.
Key Challenges
With rapid growth in online sales and a global customer base, our client faced several recurring challenges:
- High Pre-Sales Load: Customers asked repetitive questions about sizing, models, accessories, and shipping, overwhelming sales reps.
- Post-Sales Support: Assembly, usage, and warranty queries created long support backlogs.
- Churn Risks: Many customers disengaged after purchase without activating long-term product usage (missed upsell potential for classes, accessories, or extended warranties).
- Service Inefficiency: Human agents spent too much time on low-value queries, reducing bandwidth for complex cases and customer engagement.
Our Solution
Our client deployed Auralis AI agents across its website, e-commerce platform, and customer support channels to improve both sales conversions and post-purchase engagement.
- Pre-Sales: Answering product selection questions instantly (e.g., model differences, weight capacities, accessories).
- Post-Sales: Guiding customers through assembly, troubleshooting, and warranty processes.
- Retention: Proactive nudges to book classes, buy accessories, and register for extended warranties.
- Internal Efficiency: Equipping support teams with instant knowledge retrieval and automated draft responses.
ROI-Driven Results in 60 Days
Pre-Sales Conversion Rate
2.8%
Before Auralis
4.5%
After Auralis
Avg. First Response Time
~ 9 hours
Before Auralis
~ 2 minutes
After Auralis
Customer Retention (after 90 days)
41%
Before Auralis
63%
After Auralis
Revenue from Up-sells (Classes/Accessories)
-
Before Auralis
+€95,000 (quarterly)
After Auralis
Support Costs (per ticket)
€7.10
Before Auralis
€2.40
After Auralis
The Process
Data Mapping
Indexed FAQs, manuals, class schedules, and historical support logs.
E-commerce Integration
Synced with our client’s Shopify storefront and CRM.
Multi-Language AI
Enabled Auralis to handle customer queries in English, German, and French.
Post-Sales Automation
Automated assembly guidance, proactive accessory upsells, and warranty reminders.
Continuous Optimization
AI workflows tuned based on customer feedback and sales funnel analytics.
The Results
With Auralis AI, the organization scaled support operations, delivering faster responses and consistent service without adding headcount.
- Resolved over 70% of routine product, setup, and shipping queries automatically
- Provided 24/7 multilingual assistance across multiple markets
- Reduced delays to improve satisfaction and up-selling opportunities
- Routed complex issues directly to human agents
- Absorbed rising demand without expanding staff
Client Testimonial
”Our sales team used to spend hours answering the same questions. With Auralis, those are resolved instantly, freeing our team to focus on customer relationships. Even better, the AI is actively driving new revenue through upsells and class bookings.’’
Senior Vice President
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The Auralis Difference
We don’t just implement AI — we make it work securely and seamlessly for your business. Starting from extraction and clean-up to ongoing optimization, we are with you every step of the way
End-to-End AI.
Fully Done for You
We do the hard work. data clean-up, model training, integrations, monitoring, and maintenance — all managed by us, so you don’t need a data science team.
Tailored.
Not Templated
Our solutions are shaped around you. We design, train, and optimize AI on your data and workflows. We don’t take generic models and try to fit you in like most of the other solutions in the market.
Instant Integrations. Out of the Box
Instantly integrates with over 500+ tools that your team already uses out of the box. Anything with an API can be integrated with.
LLM Agnostic.
Deploy Anywhere
Seamlessly orchestrate public and open-source LLMs — or bring your own — and deploy them anywhere: cloud, private, or on-premise, with full flexibility to match your infrastructure and compliance needs.
Speed to Value.
Days not Months
Up and running in days, not months. We deliver measurable results quickly, without lengthy implementations or bloated consulting bills.
Enterprise-Grade Security
Compliance you can trust. Certified to industry-leading security and privacy standards (ISO, SOC2, GDPR, HIPAA-ready).
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Choosing the right AI agent can make or break your customer experience. This guide walks you through the key questions to ask and factors to consider before investing in an AI agent for your business.
