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Discover how Stoov enables seasonal support staff to deliver fast, accurate customer service—even during the busiest months of the year.
Company
Stoov
Employees
40
Industry
Consumer electronics
First results working with Stev
21%
efficiency gain
3
core platforms
1-12
agents assisted
A heated challenge: scaling support during peak season
Stoov, known for its stylish and sustainable heating products like warm cushions and blankets, experiences dramatic seasonal spikes in demand—especially during the colder months from September through January. To manage the influx of customer queries, the team needed a solution that could scale rapidly, without sacrificing service quality.
"We go from one to twelve customer service agents in a matter of weeks,” says Myrthe Kos, Customer Care Manager at Stoov. “Training all of them quickly used to be a serious bottleneck.”
Enter Stev: An AI coworker who knows the product inside out
That’s where Neople came in. Stoov onboarded their own digital co-worker, Stev, who was trained using the company’s internal knowledge base. From day one, Stev began assisting agents by providing instant, accurate responses—no memorization of battery specs or compatibility charts required.
“Stev helps new agents become productive fast,” Myrthe explains. “Instead of juggling tabs or searching for info, agents now get pre-filled answers, ready to go.”
Multitasking made easy: Gorgias, Shopify & Slack in one place
Stev was integrated into Stoov’s existing toolstack, including Gorgias (for tickets), Shopify (for orders), and Slack (for team chat). This allows Stev to act as a real-time advisor during phone calls or live chats.
“Even when our agents are on a call and need a quick answer, they just ping Stev,” Myrthe says. “He replies in seconds, making even our newest hires feel confident.”
Unlike traditional bots, Stev is built for flexible, human-like conversations.
“Standard chatbots collapse when a customer asks something unexpected. Stev doesn’t,” she adds.
"Neople helps us grow—especially when we need it most. Watching AI and human agents collaborate this way is truly exciting."
Myrthe Kos
Customer Care Manager
Real results: Faster responses, happier teams
The impact was immediate:
21% increase in efficiency, measured by improved Average Handling Time (AHT)
Agents handle more tickets per hour, with better accuracy
Frontline staff now spend more time on complex issues that require human empathy
“Agents can focus on what truly matters—bringing warmth not just through our products, but also in how we treat our customers,” says Myrthe.
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The social media team, initially unfamiliar with Stev, quickly became fans. With complex product questions coming through Instagram and Facebook, Stev allowed them to reply confidently and correctly—no back-and-forth needed.
And this is just the beginning. Stoov is exploring more ways for Stev to autonomously handle straightforward queries, giving even more time back to the human team.
“Neople helps us grow—especially when we need it most,” Myrthe concludes. “Watching AI and human agents collaborate this way is truly exciting.”
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