Discover how Eminza managed seasonal demand spikes without hiring, improved their e-reputation, and more with a single tool
Eminza is a French e-commerce retailer specializing in indoor and outdoor home decor. From home textiles to garden furniture and Christmas decorations, the brand serves customers across Europe through a website available in 7 languages. With hundreds of thousands of visitors each month, Eminza handles a high volume of customer interactions: around 6'000 messages per month during normal periods, surging to 15'000 during seasonal peaks. A real challenge for a team of just 10 agents.
Eminza’s customer service was already operating with a market-standard ticketing solution and Aircall for telephony. The setup was in place. But agents were spending an increasing amount of time on repetitive tasks: answering frequent questions, processing forms, and selecting and copying pre-written responses. During the Christmas season, when volumes tripled, the pressure became hard to manage. The goal wasn’t to hire more staff, it was to make better use of the team’s time year-round.
At fAibrik, we don’t replace everything at once. We start with real needs, move forward module by module, and integrate each step into existing processes.
The first step involved migrating email and form management to fAibrik, replacing the existing solution. Every incoming message is now automatically translated, summarized, categorized, prioritized, and assigned to the right agent. Sentiment analysis qualifies a request before it’s even opened. And if needed, the AI suggests a response to speed up processing. In parallel, we integrated Aircall: every call now generates an automatic summary and contact reason, without the agent having to log it manually.
Second module: customer reviews. With hundreds of reviews to handle each month, responding to each one personally was nearly impossible without the right tool. Thanks to fAibrik, 100% of reviews now receive a tailored response. Positive reviews are handled automatically, with personalization that feels authentic. Negative reviews remain managed by the team, where human touch makes all the difference. The result: significant time savings, greater consistency in responses, and a stronger online reputation.
Final step: The FAIQ chatbot was deployed directly into the customer journey to handle frequent questions independently. Between 100 and 200 questions are now resolved daily without human intervention. That’s 100 to 200 fewer tickets landing in the queue.
Results were noticeable within weeks and confirmed over time:
The ultimate test? The end of 2025, the year’s most intense volume peak. All customer service targets were exceeded. With the same team size. “We rolled out fAibrik’s email and telephony modules in late 2024, followed by review management in early 2025, and finally the FAIQ chatbot in October. At every stage, the solution integrated seamlessly into our processes. The outcome speaks for itself: we exceeded all our customer service goals for 2025, including during the year-end period, which is our busiest time. This is the concrete validation we were looking for.” Morrigane Buchou, Customer Service Manager at Eminza
Beyond the numbers, Eminza’s agents work differently. Fewer mechanical tasks, more meaningful customer interactions. The multichannel history lets them personalize every exchange, no matter the entry point. Customers notice the difference. The rollout was gradual and tailored to the team’s workflow. No complex internal setup, no lengthy training. Needs are assessed together, and solutions are implemented at the team’s pace.
Eminza’s roadmap with fAibrik continues to expand. Two focus areas are under consideration: automating more low-value tasks that still require agent input, and connecting the FAIQ chatbot to the CMS to answer product and order questions. A way to extend its role into pre-sales without adding complexity. That’s the fAibrik approach: start with real needs, move step by step, and build something that lasts.
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