How Signed Boosted Revenue with 70% Automated Customer Support

18x

Return on Investment

70%

Customer Support Automation

30%

Up- and Crosselling

Customer:

Signed

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Branche:

Retail / E-Commerce

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Company:

Leading Online-Retailer

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Website:

www.signedshop.com

Genutzte Qualimero-Lösung:

Digitaler Mitarbeiter "Alex" (Produktberater)

Executive Summary

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Signed, a leading online retailer for custom and decorative signs, was looking for a solution to handle customer inquiries on social media channels more efficiently and boost revenue. With Qualimero and digital employee Alex, Signed automated 70% of customer inquiries on Instagram and TikTok.

The result: an impressive 18x ROI, a 30% increase in upselling, and a significantly enhanced customer experience. Alex not only assisted customers in selecting the perfect sign but also transformed social media interactions into targeted sales opportunities.

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Signed: The online specialist for custom signs

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Signed is an established online retailer that specializes in manufacturing and selling custom and decorative signs. The wide range includes individually designed products made from various materials such as plastic, aluminum, wood or acrylic , which are suitable both for private living spaces and for commercial facilities (e.g. shops, offices). Personalization and the variety of options are at the heart of the offer.

The Challenge

High Inquiry Volume and Missed Revenue Opportunities on Social Media

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With growing popularity on platforms like Instagram and TikTok, Signed faced a rapidly increasing volume of customer inquiries. These questions often concerned product variants, customization options, prices, or delivery times. The challenges were manifold:

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Manual Overload: Handling the many inquiries via direct messages and comments tied up significant resources and led to long response times.
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Missed Sales Opportunities: Due to these delays, potential sales were lost as customers sometimes turned to competitors.
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Overwhelmed Customers: The wide range of materials, sizes, and designs left many customers feeling overwhelmed and in need of targeted guidance to find the right sign.
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Limited Upselling: The support team often lacked the time or information to proactively suggest higher-value options or complementary add-ons (upselling/cross-selling).

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Signed needed a solution to boost efficiency in social-media support, improve customer consultation, and better capitalize on the revenue potential of each interaction.

Why Qualimero

Efficiency Improvement in Social Commerce

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In search of a solution that specifically addresses the challenges of social-media customer service, Signed evaluated various options. A simple chatbot wasn’t enough, as intelligent product consulting and the ability to drive revenue were required. Qualimero impressed with its digital employees’ capacity to hold context-aware conversations, deliver personalized recommendations based on customer needs, and proactively identify sales opportunities. Seamless integration into social-media channels and the solution’s scalability were also decisive factors.

“We needed more than just a response bot. We wanted an assistant that truly advises our customers on Instagram and TikTok while helping to boost our revenue. Qualimero offered exactly that combination.”

Tim Faun, E-Commerce Manager, Signed

The Solution

Alex Product Consultant

Personalized Product Consultation

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Alex actively assists customers in choosing the perfect sign by asking targeted questions and, based on their answers, proposing suitable options from the extensive catalog. He can tailor recommendations according to materials, sizes, and specific use cases.

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70 % Automation of Customer Inquiries on Instagram & TikTok

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Alex handles the majority of incoming inquiries automatically, which shortens response times and significantly relieves the human support team.

Seamless Handover

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For complex questions—or whenever a human touch is desired—Alex seamlessly hands the conversation off to a live support agent without any disruption.

Intelligent Upselling & Cross-Selling

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During the consultation, Alex spots upselling opportunities (e.g. premium materials, larger formats) and cross-selling chances (e.g. matching mounting systems), and proactively suggests these options, driving up the average order value.

With Alex, we not only automated our customer inquiries efficiently but also significantly increased our revenue. The combination of fast, personalized consultation and smart upselling exceeded our expectations. Alex is more than just a digital tool for us—he’s an integral part of our team

Georg

Founder Signed

The Results

18× Return on Investment (ROI)

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The investment in Qualimero’s AI solution paid off exceptionally well, delivering an 18× ROI—driven primarily by efficiency gains and increased revenue.

70 % Automation in Social Support

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A large share of customer inquiries on Instagram and TikTok is now managed by Alex, freeing the human team to focus on higher-value tasks.

Symbolischer Raketenstart für den schnellen und nachhaltigen Erfolg von Qualimero im Bereich KI-gestützte digitale Mitarbeiter.

30 % More Upselling

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Thanks to Alex’s targeted recommendations, up- and cross-selling revenues rose by 30 %.

Improved Customer Experience

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Customers enjoy faster responses and receive proactive, personalized advice during the product selection process, which boosts overall satisfaction.

Increased Efficiency

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The support team can concentrate on more complex cases while Alex takes care of routine inquiries and initial consultations.

Conclusion

Conclusion

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By implementing Qualimero’s digital employee Alex, Signed has shown how AI can transform customer service and sales on social-media channels. Automating 70 % of inquiries, delivering tailored product advice, and boosting upselling by 30 led to an extraordinary 18× ROI.

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30% Upselling through Targeted Product Consultations

Executive Summary

Signed: The online specialist for custom signs

High Inquiry Volume and Missed Revenue Opportunities on Social Media

Efficiency Improvement in Social Commerce