Viamaja
E-commerce
Viamaja saves 1.2M DKK/year with 85% of tickets on Autopilot.
How Viamaja put 85% of customer tickets on Autopilot in 46 days — AI handles responses and actions like refunds, cancellations, and order updates automatically. Saving time, cutting costs, and making customers happier.
85%
Tickets on Autopilot
1.2M
DKK Saved / Year
1h 33m
AI Resolution Time
25%
Customers thanking AI
Starting from 0% Autopilot to 85% in just 46 days
Migrates from Herodesk to Wilmo
Dec 18All historical tickets and data imported seamlessly via Herodesk integration. AI trained on all previous customer conversations.
Order Cancellations
Dec 27AI agent automatically cancels orders in Shopify when customers request it, then sends confirmation email.
Damaged in Transit
Dec 31Customers reporting items damaged during transport now handled automatically with return instructions.
Defects & Returns
Jan 2Product defect questions and return instructions now fully automated. AI guides customers through the entire return process.
Shipping Inquiries
Jan 12AI looks up orders in Shopify & Smartpack, finds tracking from Postnord, GLS, Bring, and DAO, then checks delivery status before responding.
Stock & Pre-Sales
Jan 13Stock availability questions via Smartpack & Shopify warehouse integration, plus pre-sales product questions answered by AI.
85% Autopilot
Feb 2Continued tuning across all categories pushes total Autopilot to 85%. AI now handles the vast majority of incoming tickets end-to-end, with humans focused on edge cases and brand-critical conversations.
A breakdown of support volume
Shipping and returns make up the majority of inquiries, all handled on Autopilot.
Customers now get answers the same day, not days later.
70h
December Average
Before Wilmo
10h
January Average
All tickets combined
1h 33m
AI-Only Resolution
Tickets solved by Wilmo AI
Seamless Migration
From Herodesk to Wilmo
Viamaja migrated from Herodesk without losing a single ticket. Our Herodesk integration pulled all historical data, allowing the AI to train on years of customer conversations from day one.
- All historical tickets imported
- Customer data preserved
- AI trained on existing conversations
- Zero downtime during switch
“It's amazing to see how quickly it creates value – both for customers and for the team.”
Søren Nielsen
Owner of Viamaja
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