Babossa: The story
Babossa makes its key products in its own family-run factory in Germany. The range runs from a €3.99 seasoning to an outdoor kitchen for around €28,000, across 7 brands, around 70 employees and €25 to 30 million in annual revenue.
Babossa grows through acquisitions and centralizes functions after each one. Customer service was the exception: two teams worked in two ticketing systems, with requests arriving through 5 channels and around 10 email addresses.
The challenge
Bring every brand and channel into one system, route long, specific advice requests to the right expert, and take routine work off the team.
“Our customers reach us on Instagram, TikTok, through the contact form or at one of about ten email addresses. With armincx, it all lands in one inbox.”
The approach
01Connect channels, brands and Pickware
All 5 channels, from 10 email inboxes to Instagram, TikTok and the contact form, flow into one account. Every ticket is assigned to the right brand, and Pickware supplies invoices and product data.
02Train the AI on 7 brands
Brand websites, product data and grill guides form the knowledge base, plus Q&A pairs for common questions. Each brand gets its own tone of voice and escalation rules.
03Route by topic
The AI tags every message, such as grill consultation or complaints and spare parts. Each tag has its own view and routing rule, so the reply comes from someone who knows the topic.
04Automate the routine
Invoices, order status updates and loyalty point credits run through workflows. For high-value advice, the AI prepares a draft that the expert refines and sends.
The results
Babossa runs customer service for all 7 brands and 5 channels in one inbox, replacing two ticketing systems. Requests are clustered by topic and land directly with the right person.
