The Customer: Bigblue

Bigblue is a leading European logistics platform that empowers 500+ e-commerce and retail brands with seamless fulfillment and delivery solutions. As their customer base grew, so did the complexity of handling support queries—ranging from shipment tracking, order delays, to returns and delivery failures. Managing these inquiries became increasingly challenging, especially as Bigblue scaled its operations and worked with multiple carriers, suppliers, and various stakeholders in the logistics and delivery funnel.

Bigblue’s Challenge: Scaling Customer Support Without Compromising Experience

In the absence of Bigblue, e-commerce brands would have to manually tie up with local carriers to ship their products and manage returns, delivery status updates, and product concerns. But Bigblue takes care of all of this, coordinating with carriers, e-commerce brands, warehouses, and various stakeholders in the delivery funnel, so that their merchants can succeed.

This makes Bigblue’s mission to scale customer support all the more challenging:

• Growing, unpredictable volume of support tickets: As Bigblue expanded—acquiring new customers and partnering with more e-commerce vendors and carriers—the number of support requests surged. Depending on the time of the year, around festive or holiday seasons, there are also spikes in incoming customer tickets. But relying on additional staffing to handle this growth quickly becomes cost-prohibitive and operationally taxing, underscoring the need for a more scalable, cost-effective, reliable approach.
• Specific Issue types: Bigblue’s customers may face a range of concerns. In case of issues arising from delayed or lost shipments, or damaged or incorrect products, a specific response is needed. Each situation demands a nuanced approach, requiring the verification of the claim and a resolution that meets the customer’s needs. This requires coordinating with multiple disparate stakeholders to gather the right information, carefully analyzing and acting on it.
• Cultural and linguistic nuances: Another challenge for Bigblue is managing a Europe-wide customer base that submits inquiries in various languages, including English, Spanish, and French. On top of that, the company adheres to strict linguistic guidelines for its support agents—for instance, using the informal “tu” instead of the formal “vous” in French—to ensure culturally appropriate communication.
• Integrations with Multiple Systems: Bigblue partners with more than 50 carriers, hundreds of e-commerce brands, and numerous warehouses. Additionally, much of the customer information would be stored in CRMs and internal databases. For support to scale effectively, it must seamlessly integrate with each of these platforms, ensuring the right information can be retrieved to resolve every ticket efficiently.

The Solution: Ema’s Customer Support AI Employee

Ema’s Agentic AI-powered AI Employees gave Bigblue the flexibility, reliability, and scalability they needed to 10x customer support, ensuring nuanced responses in multiple languages with human-like empathy and quality at scale—so much so that some of Ema’s answers are now being used as templates for helping human agents be more efficient and accurate.

Ema’s Customer Support AI Employees continuously learn from past support cases and all relevant documentation, adapting its responses in real-time to stay aligned with evolving delivery and shipment details. It intelligently categorizes and routes tickets, retrieves relevant SOPs, and seamlessly integrates with CRMs, carrier websites, and internal databases to synthesize accurate resolutions.

Unlike static bots, Ema engages in dynamic, multi-step conversations, adjusting its responses based on evolving context. Beyond answering queries, it takes action—coordinating with stakeholders, updating records, and even closing tickets once resolved—delivering truly autonomous, high-impact customer support:

• Reduced Resolution Times: While Bigblue's customer care team on average responds to customers within 2 hours , Ema enables them to deliver accurate and nuanced responses in less than 90 seconds.
• Efficient Handling of Fluctuations in Business Cycles: Cyclical businesses often experience surge in customer queries in peak seasons. Ema helped Bigblue maintain its SLAs with high customer satisfaction during the peak holiday seasons, without the operational hassles of hiring and onboarding a temporary workforce.
• Higher Customer Satisfaction: Immediate, accurate responses to common queries improved the overall customer experience, reflected in better CSAT (Customer Satisfaction) scores.
• Ema Trains Human Agents: Ema rapidly learned to craft structured responses to customer queries, which then served as the gold standard for training new human agents to deliver top-tier customer support.
• Actionable Business Insights: Ema’s analytics layer can surface recurring pain points, whether delays at certain routes or issues with specific courier partners, giving leadership the data they need to refine processes.

Impact: Faster, Smarter, More Scalable Support

By leveraging Ema’s Customer Support AI Employees, Bigblue has reduced response times, operational costs, improved customer satisfaction, and freed up human agents to handle more complex, nuanced cases.

The ability to resolve repetitive queries instantly and accurately at scale, while maintaining brand voice and multilingual accuracy has given Bigblue an edge in logistics-driven customer support. With AI-powered Customer Support, Bigblue now delivers a superior, scalable support experience that keeps pace with its rapid growth.

"Ema integrates seamlessly into our ecosystem, autonomously resolving inquiries in seconds across multiple languages. The result has been greater efficiency and smoother operations for our merchants. We’re excited to deepen our integration and partnership with Ema Unlimited.” — Laetitia, Customer Care Team Lead

Ema’s AI Employees are designed to 10x customer support by delivering instant, accurate, and multilingual responses—without compromising on quality.

Hire Ema today and transform your support operations.