From Traditional Wholesale to Modern E-commerce
2014: The Digital Beginning
Kuketo is a fast-growing force in the kitchenware industry. Their journey began in 2014 as an online distributor for the Olkusz Enamelware Factory. When the factory ceased operations two years later, Kuketo – then operating under the name Naczynia Olkusz – pivoted quickly, establishing partnerships with manufacturers in Czechia, Romania, and Ukraine. Their cast-iron pans, produced locally in Ukraine, remain a top-selling import to this day.
2023: The Birth of the Kuketo Brand
2023 marked a pivotal rebranding. Beyond enamel and cast iron, Kuketo expanded into private-label products, including slicers, dispensers, and various kitchen gadgets.
Sales Channels
Kuketo focuses primarily on the B2C segment, with a business model heavily reliant on marketplaces – roughly 90% of their total sales are generated through these platforms:
- Allegro marketplace: Their primary channel, spanning five separate accounts.
- Temu: Their second-largest revenue source (launched in August 2025).
- Regional Leaders: Kaufland, EMAG, Erli, Empik, and Amazon.
- Direct-to-Consumer: Their own independent online store.
What Sets Kuketo Apart?
- End-to-end control. From initial design and manufacturer selection to rigorous testing, warehousing, and final online presentation.
- Affordable aesthetics: Balancing price accessibility with high-end design.
- Omnichannel presence. Ensuring availability wherever the customer chooses to shop.
- Human-centric tech. A philosophy that embraces automation and modern tech, but always keeps a human in the loop.
Before Responso: The Friction of Fragmented Workflows
Before adopting Responso, Kuketo’s customer service was a manual, disjointed process. The team relied on standard email inboxes and logged directly into five different Allegro accounts and various other platforms. While this worked in the early days, it quickly became a bottleneck for growth.
The Core Challenges:
- Inconsistent communication. Constantly switching between accounts made it nearly impossible to maintain a unified brand voice.
- Delayed response times. Chaotic workflows and scattered information slowed down replies, which is particularly damaging for Allegro “Discussions” and formal complaints.
- The risk of overlooking customers. Managing dozens of sources manually meant high-stakes inquiries could easily slip through the cracks, especially during high-traffic periods like Q4.
Choosing Responso: Why Support Made the Difference
The search for a dedicated tool was driven by a need to centralize communication and empower the support team. Kuketo needed a solution that could handle their current volume while making it easy to scale onto new platforms.
Why Responso?
- Deep Allegro integration. This was a non-negotiable requirement, given that Allegro is the backbone of their marketplace strategy.
- End-to-end onboarding. The Responso implementation team provided hands-on support at every stage.
- Proven frameworks. Access to “battle-tested” configurations used by other successful sellers allowed Kuketo to hit the ground running.
Implementation Rating: 10/10
The communication and support are world-class. Having a dedicated Customer Success department and a real human to talk to during the configuration phase – the key to our success.
Daily Operations: Priorities and Efficiency
Our team loves this tool. Responso is the foundation of our customer service department – we literally can’t imagine working without it now.
Who uses Responso at Kuketo?
What started with one user has grown to a team of four. The team adapted quickly, using the internal chat feature to get real-time help from Responso whenever they hit a snag.
Prioritization through AI and Smart Filters
Kuketo’s “secret sauce” is the use of advanced filters combined with AI sentiment analysis. This allows them to prioritize incoming messages with surgical precision:
- Allegro discussions. These are the most time-sensitive. Specific tags ensure they are handled first.
- Negative sentiment inquiries. Automatically flagged by AI so the team can handle potential crises immediately.
- General inquiries. Processed systematically once high-priority tickets are cleared.
This structure eliminates morning chaos, allowing the team to start their day with a clear, stress-free roadmap of their tasks.
Targeted Automations
- Claims management – if the word “complaint” or “return” is detected, Responso automatically sends instructions on what data the customer needs to provide, significantly shortening the resolution cycle.
- Subject-based sorting – automatically categorizing Allegro messages based on the order topic.
Responso Effect
The implementation of Responso delivered immediate, measurable improvements across key marketplace KPIs.
- Improved Allegro seller metrics.
A visible boost in customer service points and better compliance with Allegro’s required response times.
- Zero missed inquiries.
The “inbox zero” philosophy is now a reality; no customer is left behind.
- Enhanced employee morale.
Centralization and clear priorities have transformed the work environment. The team particularly appreciates the “time elapsed since receipt” tracker to stay on pace.
Kuketo about AI
Kuketo is already seeing the benefits of AI sentiment analysis but plans to go further. Their next step is implementing AI Assistants to handle repetitive queries (like “Where is my package?”). This will further offload the team during peak seasonal surges.
What benefits do they see in AI solutions?
- Faster customer service
- Reduced response times
- Better-prepared agents: When an agent sees the sentiment and context upfront, they know exactly what to expect and can tailor their response more effectively.
The Kuketo Verdict
If you’re on the fence about automation tools – just do it. Provide your customers with the high standard of service you would expect yourself. Lean into technology to set the standard, but never underestimate the value of a well-trained team to guide the process.
