How Plnktn grew +100% without hiring extra customer support
Plnktn is the Dutch pioneer in algae-based supplements. Why algae? Because they are a complete and sustainable source of nutrition, packed with 75+ essential nutrients such as amino acids, iron, vitamins, and minerals. At Plnktn, it’s about more than innovation and high-quality algae products—customers are at the heart of everything they do. This is reflected in their impressive 4.8 Trustpilot score, based on over 1,300 reviews.
Iris Valize
Head of Customer Support
Company
plnktn.comSize
10 employees
Customer since
May 2024
Integrations
The Challenge
As Plnktn grew, so did the number of customer support tickets. The team sought a solution to manage the increasing workload without compromising the quality or personal approach their customers have come to expect. Iris, Head of Customer Support, explains: "We were skeptical about AI solutions due to past experiences with inaccurate, generic chatbot responses. Our approach is unique and requires a system that fully adapts to our workflow and integrations. In my experience, these systems often caused more work correcting errors instead of reducing the workload."
Plnktn needed a solution that went beyond technology—it had to align with their vision for customer service and support their specific processes.
"Since starting with Minimal, we doubled in size without hiring additional customer service staff."
- Iris Valize, Head of Customer Support
The Solution
The answer came in the form of Minimal, a tailored AI solution that integrates with all plnktn's key systems. Iris shares: "The trust Niek and Titus gave us came from their ability to truly listen to our needs. Their experience and expertise reassured us that Minimal was different from other options. The system enabled us to establish a proactive and customer-centric approach to support."
The Results
Since implementing Minimal in May 2024, Plnktn has achieved impressive results:
- More efficient customer service: One student worker can handle 1,000 tickets per month while still having time for other tasks.
- Cost savings: The team has doubled in size, but no additional customer service staff was needed.
- A strong foundation for customer service: The 4.8 Trustpilot score remains steady, thanks to consistent and personalized communication.
- Room for growth: Minimal’s efficiency allows Plnktn to continue growing without worrying about increasing workloads.
Iris concludes: "Minimal has not only helped us work more efficiently but also elevated our customer-centric approach. Now, we can focus on what truly matters: making our customers happy and increasing our impact."
Published on December 10th, 2024 by Niek