One Place for E-mails, Marketplaces, and Phone Calls: How KROSNO Runs Customer Service in 11 Countries with Responso

Glass is a beautiful but delicate product. When wine glasses reach a customer in pieces and the event they were meant to grace is just around the corner, a seller’s quick response is what counts. At KROSNO, a brand with over a century of glassmaking tradition, at this shipping scale such cases can’t be avoided entirely. But you can make sure the customer never has to explain anything twice. E‑mails, marketplace messages, and phone calls all land in one Responso panel, so a KROSNO customer service team member immediately sees the customer’s history in a given case.

About the Company

KROSNO is a brand with a century of glassmaking tradition and an icon of the Polish glass industry. The factory in Krosno produces almost 80 million glass products a year: wine glasses, tumblers, decanters, vases, cake stands, and gift sets, both machine‑formed and hand‑made by master glassmakers. KROSNO glass reaches almost 70 markets around the world, and the designs are created in collaboration with renowned designers.

Target audience: the products are bought mainly by individual customers looking for beautiful glass for their home and for gifts. An important group is also business customers, especially from the HoReCa industry (restaurants, hotels, and bars), for whom the XNO collection, among others, was created. All products are made of crystal glass, which provides high clarity, durability, and resistance to dulling in the dishwasher.

Online sales are an important channel for KROSNO: the company reaches customers in more than a dozen European countries through its own online stores, Amazon, and Allegro. Glass is a delicate product, so they put great emphasis on safe packaging and fast shipping: they ship orders in as little as 24 hours.

Sales channels:

• KROSNO’s own online stores in Poland and abroad: the main channel
• Amazon in 11 markets: Germany, France, the United Kingdom, Italy, Spain, Belgium, Ireland, the Netherlands, Sweden, the USA, and Canada
• Allegro
• Kaufland and XXXLutz in the German market
• Erli and Leroy Merlin
• phone contact, including active outbound calls to B2B customers

What Customers Contact Them About Most Often

1. Questions about shipments. When the order will ship, where the parcel is, and when it will arrive in a given country.
2. Reports of damage in transit. The company packs up to 500 shipments a day. Customers don’t have to check the parcel in front of the courier, because they have 7 days to report it if something is wrong: an order number and photos are enough. Items that are missing or were damaged in transit are sent out at the company’s expense.
3. Questions about a specific product. Capacity, dimensions, dishwasher safety, and the option of buying individual pieces to add to a set from years ago. There are also questions about which glass to choose for a particular drink or as a gift.
4. Returns (14 days) and invoices. HoReCa customers ask about discounts, larger volumes, and custom orders.

The Situation Before Implementing Responso

For a long time, KROSNO served customers directly in e‑mail inboxes, in the Allegro panel, in the Amazon panels for individual markets, and in the panel of its own store. As long as there were only a few channels and markets, this model worked. Then foreign sales started growing dynamically. Every new Amazon market and every additional marketplace meant a new inbox, a new panel, and a new language. On top of that came messages from the online store and Allegro, and phone calls from customers.

Every day started with going through all of these places one by one. Before anyone wrote a first reply, they had to work out where new messages were waiting and which cases were the most urgent. After a weekend or at the peak of the season, simply collecting the backlog of messages took up a good part of the morning. This was most noticeable before the holidays, around Black Friday, and during larger promotions, when the number of inquiries clearly rises and every customer expects a fast answer.

From the team’s perspective, the main challenge was the scale and variety of channels: several e‑mail inboxes, Allegro, Amazon in more than a dozen markets, more marketplaces, and on top of that the phone, which has always been an important contact channel. Serving customers from so many countries also required communication in several languages.

Problems and Challenges:

• • Panels and languages. The work required switching between many panels and inboxes. Replies had to be prepared by hand, writing from scratch or copying from files with ready‑made phrases. Messages from foreign customers went through external translation tools, first the customer’s text, then the reply. With more than a dozen markets, this took too much time.
  • Response time on Amazon. It affects the overall rating and the account health metric, so missing a message could have real and damaging consequences. As the number of markets grew, response times got longer.
  • Division of work. It relied on agreements within the team rather than on a tool. It happened that two people worked on the same case, or a message waited because everyone thought someone else had replied.
  • Customer history. To check an earlier contact, an order number, or a shipment status, they had to search in several places and switch between systems.
  • Phone. Calls were handled independently of the rest of the communication, so information from a conversation didn’t make it into the customer’s history.
  • No full picture. The team didn’t know exactly how many requests came in from individual channels, who answered them and how quickly, and what problems customers contacted them about most often. At the end of the day, it was hard to say how many cases had been closed and whether any message had slipped through.

What was missing, then, was one place showing all communication with the customer, regardless of whether they wrote through Amazon, Allegro, e‑mail, or chose to call. Tools that make everyday work easier were missing too: templates adapted to markets and topics, built‑in translations, an order preview next to the message, and automations separating system notifications from cases that need a reply.

Choosing Responso

Responso is the first customer service tool KROSNO uses day to day. Before the team chose it, they tested several other solutions, and that comparison showed what is truly key.

If KROSNO sold only through its own online stores, the choice might have been different, because there are many good customer service tools for e‑commerce on the market. With sales in so many channels, however, the quality of marketplace integrations turned out to be decisive. In Responso, the connection of e‑mail inboxes with Amazon and Allegro works best of all the tested solutions: messages from every channel land in one place, and the agent doesn’t have to log in to one panel after another.

The Search for a Tool: What Were the Requirements?

1. Amazon integrations in many markets, with Allegro, the store, and e‑mail inboxes.
2. Built‑in translations, because customers write in many languages.
3. Reply templates and automations that take repetitive work off the team.
4. Data export for their own KPI reports.
5. Simple operation, so a new person starts working quickly.
6. The option of connecting the phone in the future.
7. Costs and the quality of the vendor’s support.

What Decided the Choice of Responso?

During testing, Responso handled best what matters most to KROSNO, namely Amazon and Allegro support combined with e‑mail inboxes. The prospect of future development also mattered. From the start, KROSNO planned to connect phone support, and Responso was just then developing that feature. So they could stay with one tool instead of adding another system after a while.

The trial period was important too. It made it possible to test Responso on real requests and see how much time it truly saves. For a tool paid for monthly, this was a concrete basis for the decision. Favorable terms of cooperation were added to that.

Implementation Step by Step

The test lasted as long as was needed to get to know the tool calmly and thoroughly. Then came a series of meetings with the Responso team, during which the account was configured together to fit KROSNO’s processes: integrations, templates, automations, and statuses. The basic setup went smoothly, and the team quickly received working templates, filters, and statuses, so it could start working in the new tool.

Connecting Amazon took the most time, because of the number of markets. Implementation doesn’t end at launch, though: it’s a process that continues as sales and the team grow. KROSNO regularly submits ideas for process optimization and needs for new data in reports. The Responso team takes them into account in the platform’s further development, so the tool adapts to the real needs of customer service.

Everyday Work with Responso

The Start of the Day

Instead of a dozen or so panels, the KROSNO team works in one view in Responso: messages from Amazon (separately from each market), Allegro, the store, and e‑mail inboxes land in one place. Statuses and filters separate marketplaces and request topics from each other, and automations hide the system notifications that used to cover up customers’ cases.

During the Day

Next to a message, the agent sees the contact history and the order. They serve a customer from Germany, France, or Sweden in the conversation window, without external translators. Templates prepared for specific markets and topics are very helpful, for example separate complaint templates for German customers.

The Phone in the Same Panel

Calls, both inbound and outbound, land in the customer’s history together with e‑mails and marketplace messages. More details are in the Call Center section below.

The End of the Day

Statuses show which cases have been closed, what is still waiting, and who is responsible for what. Data from Responso feeds the Customer Care team’s KPI dashboards.

The Most Used Responso Features

✅ Reply templates. Expanded for specific markets and topics, and for new team members they serve as a ready model of behavior for the most frequently recurring situations and customer inquiries.

✅ Statuses and filters. It’s immediately visible what needs attention, and marketplaces and topics are separated from each other.

✅ Translations. Communication with customers from more than a dozen markets takes place in one tool.

✅ Context and sentiment analysis. Requests are tagged automatically, which makes setting priorities easier.

✅ Data exports. Data on requests, inboxes, topics, and sentiment feeds the KPI reports.

With more than a dozen markets and several channels at once, what takes the most time isn’t replying itself but everything around it: finding the message, working out what it’s about, translating it, and preparing a reply in the right language. This is the part of the work that Responso makes easier for the team the most. Templates and translations have one more advantage: a customer from every market gets a reply at the same level, and the team doesn’t need a person who knows the language of every country where the company sells.

Using AI Features in Responso

KROSNO uses context analysis, sentiment analysis, and translations in the conversation window. Context recognizes what a message is about and tags it with the appropriate topic. Sentiment shows, already in the request list, how emotionally charged a message is, which helps react faster to impatient customers.

An example from everyday work: a message from a customer who received damaged glass is immediately tagged as a complaint with negative sentiment. It goes to the top of the queue, so the agent can respond first.

Call Center in Responso

The phone is an important channel for KROSNO, including in contacts with HoReCa and B2B customers. Before launching the Call Center in Responso, the company had an ordinary number, without a system connecting calls with the rest of the communication. During a call, they had to look separately for information about the order and earlier contact, and after the call, no trace was left in the customer’s history. There were also no statistics: how many people call, how many calls go unanswered, and at what times traffic is the highest. There was no language selection menu or automatic routing, so a call went to whoever happened to be able to pick up.

Launching the Call Center at KROSNO

KROSNO was one of the first Responso customers to launch the Call Center module. The company prepared guidelines, and Responso’s Customer Success team and developers used them to configure IVR (automatic voice menu) paths with language selection and automatic call routing. Thanks to this, KROSNO has had, and still has, a real influence on the development of the Call Center module and could submit needs arising from everyday work.

Which Call Center Features in Responso the Team Uses Most Often

✅ Call distribution by language. The customer selects a language in the menu, and the call goes straight to the right agent: Polish calls to one, English to another. The second agent can also stand in for the first in the Polish queue if needed, so the phone never goes unanswered. When no one can pick up at the moment (for example, all agents are busy), the customer hears an appropriate automatic message and knows their call wasn’t lost.

✅ Preview of earlier messages. The agent sees the whole case if the customer first got in touch by e‑mail or through a message on a given marketplace.

✅ Call history. It’s clear who called, who couldn’t be reached, and who needs a callback.

✅ Call statistics. The team can always see how many people call, at what hours, and how many calls go unanswered.

✅ Outbound calls. The team calls HoReCa and B2B customers with a wholesale offer and a discount program. Inbound and outbound calls are in one place, so it’s easy to go back to an earlier contact and plan the next one.

An Example from Everyday Work with the Call Center

A typical situation: a customer calls who reported damaged wine glasses by e‑mail a few days earlier, and asks when she will get new ones. The agent immediately sees her message, the photos, and the order number, so there’s no need to ask her to explain the case again or send her details. After a moment, the agent confirms that the shipment with the missing products is already on its way. The call is short, and the customer ends it feeling that her case is under control.

Before, such a call would have looked different. The agent would have had to ask for the order number, write down the details, find the message in one of several inboxes, and call back with an answer.

What Changed in the Team’s Work After Implementing the Call Center from Responso?

The phone stopped being a separate channel that only the person who happened to pick up knows about. Calls land in the same place as the rest of the communication. Everyone knows which calls they are responsible for, and unanswered calls don’t get lost, because it’s clear who needs to call back.

Planning has changed too. Thanks to call statistics, the team sees at what hours the most customers call and can better match its availability. Before, it relied only on instinct. At the same time, call scenarios and good phone support practices are being developed, so that customers receive consistent information regardless of who picks up the call.

✅ All communication in one place. There’s no need to switch between panels, and everyone can see what to work on, who is handling a case, and what the contact history is.

✅ No more double replies. It no longer happens that two people write to the same customer, or that a message waits because everyone thought someone else had taken care of it.

✅ Only messages that need a reply. Automations and filters screen out system notifications.

✅ Faster replies for foreign customers. Templates and translations have shortened the time needed to prepare a reply.

✅ Easier onboarding of new people. Ready models for the most common situations and one organized workspace from day one.

✅ The phone in the customer’s history. Calls are linked to the rest of the communication, and call statistics help plan the team’s work.

✅ Data useful in other departments too. The team sees which products customers ask about most often, where delivery problems appear, and whether changes in packaging translate into fewer damage reports. This data has become a starting point for further work: KROSNO sees which channels and topics generate the most requests, in which periods the team’s workload rises, and where it’s worth looking for improvements. The team also has a point of reference against which it will compare the following months.

Plans for the Future with Responso

KROSNO will continue developing its work in Responso together with sales and the team:

1. Expanding the KPI dashboards with more data from Responso.
2. Refining templates and automations for more markets and topics.
3. Introducing call scenarios and good phone support practices.

KROSNO Advises…

Companies selling on many marketplaces and in many markets: bring your communication together in one place as early as possible. The more channels and languages, the more scattered communication costs, and every new market or marketplace is another inbox you have to remember.

When choosing a tool: look first of all at your own sales channels. If you sell mainly on marketplaces, the quality of integrations with them will decide whether the tool really takes the load off your team. It’s worth testing several solutions on real requests before making a decision.

At the start: invest time in good configuration, because templates, filters, and automations pay off very quickly. Be prepared for implementation to be a process, not a one‑off task. And use the data from day one. Only when you can see how many requests come in, from where, and about what can you truly improve customer service, rather than just putting out fires.

Would KROSNO Recommend Responso to Other E‑commerce Businesses?

“Yes. Work has become more organized: there’s less firefighting and more calm customer service.”

KROSNO’s example shows that a customer service platform doesn’t have to be yet another system you have to look after. It can take the burden of organizing work off the team and leave them with what matters most: talking to customers.

A company that ships glass to more than a dozen European countries, sells in 11 Amazon markets, and talks both to people buying a gift and to restaurants and hotels needs a solution that grows with it. Responso together with the Call Center module answers this need: it organizes correspondence from marketplaces, lets the team reply in customers’ languages, and brings phone calls into the same flow as written contact. The agent picking up the phone knows what the customer wrote earlier, and the person managing the team gets data they use to plan staffing, improve processes, and tell other departments what customers are looking for and what they complain about.

For KROSNO, this is a change visible in everyday work: less searching and more conversations that end with the case solved. If your customer service team serves customers on many marketplaces and in many markets, and the phone is one of your contact channels, see how it works in Responso.