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
Avg. First Response Time
Customer Retention (after 90 days)
Revenue from Up-sells (Classes/Accessories)
Support Costs (per ticket)
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.’’
The Auralis Difference
See how Auralis deploys custom AI agents in days, not months.