Modern customer service with Avento

Our approach

Customer support is not a burdensome cost centre, but a strategic lever. Those who merely "work through" service lose momentum, money and trust. We view support as a system of processes, knowledge, people and technology. Our goal is clarity: less friction, less tool chaos, less randomness. Instead, clean processes, consistent brand language and answers that truly solve problems.

What "rethinking" means to us

We combine automation and human quality in such a way that complexity disappears. A chat agent answers recurring questions immediately and forwards exceptions to trained employees without any loss of friction. Every contact improves the system: frequent concerns are moved into clear flows, unclear points in product communication are resolved, and internal rules are clarified. This reduces volume, increases speed and keeps the customer experience personal. We only use automation where it measurably maintains or improves quality.

From problem to solution

Many teams struggle with peak loads, scattered knowledge and inconsistent responses. Tickets pile up, initial responses are delayed and, in the end, the brand pays the price with dissatisfaction. Our alternative is a lean operating model: we start with a focused setup, create clear responsibilities, define the brand tone guidelines and only activate the tools that are needed. Then we work iteratively. Bottlenecks are made visible and eliminated step by step. Complex cases are given priority, while standard cases run reliably in the background.

How we work together

We start with a brief audit: goals, volume, channels, risks. We set up the helpdesk, connect chat and email, create a compact knowledge base and define an escalation matrix. A trial run under real conditions shows where flows and templates need to be refined. The go-live takes place with daily monitoring and short reports. During ongoing operations, we maintain a clear schedule: daily monitoring, weekly coordination and a monthly review with clear measures. Everything is transparent, documented and traceable.

Technology that serves – not dominates

We work with proven help desks such as Zendesk, Gorgias and Freshdesk, and integrate shop systems such as Shopify, Shopware, WooCommerce and Magento. The chat agent (e.g. Certainly) is seamlessly connected to the ticket system, ensuring a smooth transition to human support without any media discontinuity. The knowledge base remains compact, versioned and searchable. Access is limited to what is necessary. Passwords are stored in the password manager, data flows are documented and server locations within the EU are selected. Technology remains a means to an end: fewer clicks, less wastage, more resolved issues.

Quality, clearly measurable

We only measure what improves decisions. The initial response time in chat and email shows whether we are available. The average processing time shows whether processes are running smoothly. The first contact resolution rate shows whether the answers are right. Customer satisfaction shows whether the tone and result are appropriate. Deviations are not commented on cosmetically, but linked to concrete measures. We explain abbreviations once and then use them precisely: FRT stands for first response time, AHT for handling time, FCR for first contact resolution, CSAT for satisfaction.

Data protection without room for interpretation

We work on the basis of a data processing agreement (DPA) with clearly described technical and organisational measures (TOMs). Data access is minimal and role-based, logs are auditable, and hosting takes place within the EU. We document what we do, and we only do what is documented. This protects you, your customers and our collaboration.

Who Avento is suitable for

Avento is suitable for direct-to-consumer brands that take digital channels seriously and want to build or stabilise a professional, brand-oriented service. Those who are prepared to make decisions based on data and keep processes clean will quickly reap the benefits. Pure telephone service without a digital structure or missing master data slows things down. We address this openly, fix the causes and then go live.

Next step

We start with a 15-minute conversation, review the current status and goals, and define the fastest way to a smooth go-live. We then deliver a brief concept with scope, responsibilities and start date. Clear, understandable, with no hidden complexity.

Avento. Support that relieves systems, strengthens brands and enables growth.

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The team behind Avento

Your managers

We work like a well-coordinated system: operations, customer experience and automation are seamlessly integrated. Brand language remains consistent, knowledge is compactly documented, and handovers are clear. Standard cases run reliably, while exceptions are immediately forwarded to the right person. This reduces complexity, speeds up responses and ensures consistently high quality.