Monday used to be 150 emails. Now Wilmo handles 82%.
Din Vintage Shop is a Danish fashion brand that lives on content. In about four weeks, Wilmo took over the inbox, and the actions behind it, so their head of customer service could stop copying order details between systems.
82%
of all inquiries handled by Wilmo
~4 weeks
from go-live to 82%
4 days
of training, no AI background
8 systems
Wilmo works inside, from Shopify to GLS
Hear it from Anders and Emma
The founder on why they chose Wilmo, and the person who runs customer service on what changed in her day.
A fashion brand built like a film set
Anders Dahl started Din Vintage Shop six and a half years ago, selling vintage college hoodies. Today the brand designs its own clothes and lives on social media: several new videos a day, live shopping from its own studio, and an office in Egå where every corner is built to be filmed.
Content brings customers. Customers bring questions: where is my parcel, can I exchange this, when do I get my money back. For a long time, all of them landed with one small team.
- Company
- Din Vintage Shop
- Industry
- Fashion, e‑commerce
- Based in
- Egå, Aarhus, Denmark
- Founded
- 6.5 years ago by Anders Dahl
- With Wilmo since
- Late September 2026
- Result
- 82% of inquiries on Autopilot
Same shop. Same customers. A very different Monday.
This is Din Vintage Shop's inbox on a Monday morning, before Wilmo and today.
A typical Monday morning, as Emma describes it.
~150 emails every Monday
Every one of them read, researched and answered by hand.
Two people on support
One full-time, one almost full-time, doing little else than emails and the phone.
AI drafts nobody could use
The old tool's drafts were at most 10% usable, so they switched them off.
Monday to Friday
Customers who wrote on Saturday waited until the week started.
Eight steps in four places.
Now it's one click: Approve.
A customer's jeans broke and she needs a new pair. This is what that took by hand, and what it takes now that Alma, Wilmo's AI agent, does the work.
By hand, every time
8 steps · 4 places
Shopify- 1Create a new order
- 2Add the address and pick a parcel shop
- 3Check the payment went through
Shipmondo- 4Create a return label
- 5Copy every detail over from Shopify
- 6Pick the parcel shop again
- 7Write down what should happen to the item
- 8Tell the customer what was done
Easy steps, ~5 minutes per email, many times a day. Today Wilmo does all of them: the order in Shopify, the label in Shipmondo, the note and the reply.
Emma approves (0 of 3). The real Wilmo inbox, in Danish, with example data.
Wilmo works inside every system the shop already uses
Answers are only half of customer service. The other half is doing things: an order in Shopify, a return label in Shipmondo, a parcel at a DAO or GLS shop, a return in ReturnFlows. Wilmo reads and acts in all of them.
A system missing? We build it.
Pakman, the link between Din Vintage Shop and its warehouse, wasn't supported on day one. Wilmo built the integration in about three weeks, so Alma could answer the questions that live there.
Shopify
Klaviyo
ReturnFlows
Pakman
Rivo
Shipmondo
DAO
GLSNo AI background required
Wilmo learns from the answers the team has previously given. Training means looking at a real situation, seeing what they did and what Alma would do, and saying “yes, that's right” or “change this”.
0
AI experience. ChatGPT for the odd phrasing, that was it.
~35
situations, about ten questions each, from returns to stuck parcels
4days
of training time in total, spread over the first weeks
“In total I've spent about four working days training this AI, and right now we're at around 80% autopilot. That's just great.”
To anyone working in customer service
“I would definitely recommend Wilmo to anyone working in customer service. It has given me so much more freedom, and our customers are happier, because they get answers much faster.”
Emma Nielsen
Head of customer service, Din Vintage Shop
“Jeg vil helt klart anbefale Wilmo til andre, der sidder med kundeservice.” · translated from Danish
To other shop owners
“As an e-commerce owner, I'd say you should use Wilmo if you want to save a lot of time […] and give your customers a great experience.”
Anders Dahl
Founder and co-owner, Din Vintage Shop
“Som e-commerce-ejer vil jeg mene, at man burde bruge Wilmo …” · translated from Danish
What would your Monday look like?
See how much of your customer service Wilmo can handle, inside the systems you already use.