Fellstern: The story
Fellstern is a young pet brand selling mainly dog harnesses. The products need explaining, and a slightly older audience looks closely before buying, so fast and detailed replies matter.
As Fellstern grew, email requests multiplied. Early delivery delays added parcel questions, and everything was answered by hand. After hitting Zendesk’s limits on automating recurring emails, the team found armincx.
The challenge
Switch systems without pausing support, automate recurring shipping and return requests, and keep the personal tone for customers who need real advice.
“We wanted a hybrid system. Recurring emails run automatically, and we handle the tricky cases ourselves. That way we keep the personal contact with our customers and stay fully in control.”
The approach
01Migrate during live operations
With a backlog building after just two or three days, pausing was not an option. Inbox and macros moved from Zendesk while operations kept running, so familiar replies were ready from day one.
02Connect Shopify and DHL
Order data and the current shipment status sit right in every ticket. The support team has everything it needs for a reply in one place.
03Build shipping and returns workflows
The shipping workflow checks the DHL status and sends a different message per case. The returns workflow separates exchanges from returns, which matters for sized products.
04Draft replies for tricky cases
For customers who expect detailed, personal answers, armincx prepares a draft that the team refines and sends.
The results
Fellstern switched with zero downtime and migrated 100% of its macros. Emails are answered in under 24 hours even as volume grows, and a dedicated support hire now runs customer service.
