How apgo handles customers across multiple channels and four continents in one Responso inbox

About the company

apgo designs and sells screen protectors and protective glass for electronic devices – including phones, smartwatches, game consoles, and action cameras. Its wide range is made up of products tailored to specific device models, so when it comes to choosing the right protection, the exact model name and version are what matter.

A product range this large has a direct impact on customer service – the more variants there are, the more chances for a mistake, even before an order lands in the cart. Every day, the apgo team answers dozens of questions like “Will this screen protector fit my phone?” or “Will this strap work with my smartwatch?” – and every answer has to be not just fast, but accurate. Get one character of a model number wrong, and the customer orders a product they can’t use – leaving the company to deal with the return.

That’s why customer service at apgo can’t run on copy-paste from a generic template. In a matter of seconds, an agent has to connect several pieces of information at once: what the product is, which device it fits, which variant it is, and – with international sales – what language the customer wrote in.

Target audience:
Individual consumers (B2C) buying accessories for their gear – from the latest smartphone to a drone they’re still learning to fly.

Sales channels:

• Amazon – 14 accounts
• Empik
• Facebook
• Markets: European Union, Canada, Mexico, USA, Australia

The team handles messages from all of these channels in one shared Responso inbox.

Most common customer questions

1. Product compatibility with a specific device model – “Does this glass fit my Motorola, or is it meant for a different version of this model?”, “Will this screen protector fit my Garmin Fenix 7?”. With such a wide selection of screen protectors and tempered glass, customers need to be sure they’re ordering the right variant. That’s why the details make all the difference in every reply: the exact device model, its version, and how the product fits the screen.
2. Shipping status – an e-commerce classic, especially when selling across multiple continents, where delivery times can vary from market to market.
3. Returns – and here’s an interesting twist: at apgo, returns rarely come down to defective products. Far more often, it’s because the customer didn’t double-check which device model they actually had and ordered the wrong variant.

Before Responso

With such a fragmented product catalog and so many variants to choose from, apgo’s customer service has always had to respond efficiently and with close attention to detail. Before Responso came along, every inquiry meant manually checking which channel it came from, which account it belonged to, and who was already working on it.

Problems and challenges:

• A high volume of very specific, repetitive questions about whether a given product fits a given device model – there’s no room for guesswork here: the customer gets either the right answer or a return.
• Communication scattered across Amazon, Allegro, Empik, and Facebook – with no single place to see everything at once.
• Handling multiple channels meant switching between separate dashboards. On Amazon alone, the team had 14 accounts to manage, and extra access verification steps made it hard to move between them quickly.
• Juggling lots of information at once – which product, which device model, which market, which language – all before anyone could reply to the customer.

 

Choosing Responso

The search for a tool: what were the requirements?

1. Centralizing communication from Allegro, Amazon, Empik, and social media in one shared inbox.
2. Support for multiple accounts on each platform, including 14 Amazon accounts, without constantly switching between separate dashboards.
3. Support for multilingual sales – customers from Canada, Mexico, the USA, and Australia write in different languages, and not everyone on the team speaks all of them.
4. A tool that would help match replies precisely to specific products and device models.
5. A solution that could handle a high volume of tickets without growing the team.

What made apgo choose Responso?

• The ability to handle messages from different channels in one shared inbox – the team gained a single view of communication from Allegro, Amazon, Empik, and Facebook, including all 14 Amazon accounts.
• Templates and tagging that make it easy to answer repetitive but detailed product compatibility questions with precision.
• One-click message translation – for both incoming and outgoing messages – with no copying text into an external translator.

apgo has been using Responso for almost three years – the platform has become part of how the company works and grows along with it, rather than just fixing a short-term problem.

Implementation

Implementation at apgo was quick and mainly involved adding all the integrations, setting up statuses and filters, and configuring automated actions, which have been running in the background every day since. The team quickly went from manually juggling more than a dozen accounts to working in one organized view shared by everyone.

A day with Responso

Morning

The team logs in to Responso and sees all tickets organized by status and filter – split up so each agent knows right away how many are assigned to them and how many are still waiting to be picked up.

During the day

Messages from Amazon, Allegro, Empik, and Facebook all land in one inbox. When an agent starts working on a ticket, they assign it to themselves – so no one on the team picks up the same case twice, and everyone can see at a glance what still needs a response.

For questions about a specific device model, agents use templates prepared for each product category, along with the apgo product knowledge base uploaded to Responso – instead of writing a reply from scratch, they pick the right variant and send accurate information in seconds.

When a message arrives in a language no one on the team speaks – Swedish, Dutch, or Spanish – one click is all it takes to translate the entire conversation, including the agents’ replies. No highlighting text, copying it into an external translator, and pasting it back.

Wrapping up the day

Statuses show how many cases are in progress, how many are awaiting verification (e.g., by the warehouse), and how many have already been closed. In practice, this means that even with tens of thousands of tickets handled to date, very few are left open and in need of attention by the end of the day – everything else is simply taken care of.

Most-used Responso features

✅ Centralized communication – messages from Allegro, Amazon, Empik, and Facebook all land in one shared inbox. The team can support customers across channels, including 14 Amazon accounts, without constantly switching between platforms.

✅ Message templates – essential with such an extensive product catalog. They let the team answer questions about specific device models quickly and precisely, without writing every reply from scratch.

✅ Tags and filters – sort messages by case type and channel, so every agent knows what to work on without digging through the entire inbox.

✅ Ticket assignment – no more situations where two people reply to the same message or no one knows who’s handling a case.

✅ Autoresponders – set up for individual weekdays and weekends, so every customer knows right away that their request has been received, even outside the team’s working hours.

✅ Message translation – for incoming and outgoing messages, in one click. Indispensable when selling in markets like Germany, Sweden, the Netherlands, and Spain.

 

Using AI features in Responso

For now, apgo uses AI features in one very specific area – message language detection. Selling across the EU, Canada, Mexico, the US, and Australia means some inquiries arrive in languages the team can’t identify at a glance.

• The system automatically detects which language the customer wrote in – before the agent even has time to wonder what they’re looking at.
• This is especially helpful for languages that are less common on customer service teams.
• Combined with the translation feature, language detection gives the team the confidence to respond to inquiries from all over the world without bringing in native speakers or other external tools.

AI support in customer service is an area where apgo sees real potential in the coming months – context and sentiment analysis are features the team plans to switch on and test soon, to prioritize tickets even better, especially the more sensitive ones.

Results with Responso

✅ Less switching between channels – the team handles communication from different platforms in one Responso inbox. With 14 Amazon accounts and a presence on Allegro, Empik, and Facebook, a shared view cuts down the time spent jumping between platforms and makes day-to-day ticket handling easier.

✅ Accurate answers to product compatibility questions – thanks to templates and a well-organized ticket structure, the team answers questions about whether a product fits a specific device model faster and more accurately. This has a direct impact on the number of returns caused by customer mistakes.

✅ Multilingual support without hiring translators – the message translation feature lets the team reply to customers from Canada, Mexico, the USA, and Australia in their own languages, with no extra tools or language specialists on the team.

✅ A huge volume of tickets handled – apgo’s Responso account history already holds over 120,000 resolved messages, while the number that actually need attention at any given moment is many times smaller. It shows just how much of the work now runs smoothly in the background, without anyone having to manually keep track of every case.

✅ A clear division of work across a four-person team – every agent knows which tickets are assigned to them and which are waiting their turn. Statuses show exactly what stage each case is at – whether it’s waiting for a reply or for verification, e.g., from the warehouse.

Future plans with Responso

1. Expanding the use of AI features – context analysis and sentiment analysis, which would help prioritize tickets even better, especially the more sensitive ones.
2. Building out automation around recurring ticket types, including complaints and order status questions.
3. Making more of Responso reports to see which channels and accounts generate the most inquiries – and using that to plan team resources more effectively.

apgo’s advice

For other e-commerce businesses running multiple marketplace accounts at once: if logging in to yet another account takes longer than actually replying to the customer, that’s a sign it’s time to look for a tool that changes that. When you sell internationally with a broad product catalog, fast and accurate replies aren’t a nice-to-have – they’re what keeps customers coming back in the first place.

Would you recommend Responso to other e-commerce businesses?

“Yes!”

– especially to companies that sell in many places at once, reach customers in different countries, and need to give precise answers about whether a specific product fits a specific device.

In e-commerce, with a catalog as extensive as apgo’s, customer service has to be not only fast, but also accurate. A customer who gets a precise answer about whether a product works with their device is less likely to come back with a complaint – and more likely to come back with another order.

Selling across four continents and communicating through several channels, apgo needs one shared place to handle tickets. Responso helps the team keep conversations, workload, and cases awaiting follow-up in order.

Today, Responso is the backbone of apgo’s day-to-day customer service – a tool that runs in the background, handles the scale, and lets the team focus on what truly needs a human touch.