Otonomee restores trust and scales global support for Slendertone

The Challenge : Rebuilding customer trust and scaling support for a global relaunch.

Slendertone’s 2023 relaunch faced two major hurdles. First, it needed to rebuild customer confidence, as thousands of loyal customers had been left without support during the transition, with many still holding warranties on older products. Second, the company planned rapid expansion across Europe, North America, and Asia, requiring a multilingual, technology-driven support system that could deliver consistent, empathetic service while keeping costs in check.

The Solution : Full-service, technology-driven support to rebuild trust and scale globally.

Otonomee became Slendertone’s full-service customer experience partner, managing everything from pre-sales advice to refunds and returns. Central to this partnership was migrating to Gorgias, a customer support platform integrated with Shopify, Amazon, Decathlon, and other marketplaces. Key initiatives included:

• Customer-first approach: Honoring warranties and offering generous discounts, even on legacy products, rebuilding trust and generating positive reviews.
• AI-driven automation: Training and deploying Gorgias’ AI to handle FAQs, order tracking, and returns — delivering first responses in 25 seconds and resolutions in under two minutes.
• Multilingual support: Managing care in six languages (English, French, German, Spanish, Italian, Japanese) to ensure relevance in global markets.
• Brand reputation management: Responding to social media comments, reviews, and influencer queries to protect and enhance the Slendertone brand voice.

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