About the company

Kiszone Specjały is a family business from Góra in Lower Silesia (Poland). Their history began long before the brand was created – its roots go back to the grandfather’s time, who pickled cabbage in barrels. In 2019, Bartosz Jurga (CEO) decided to turn this family tradition into something bigger and, together with his parents, founded the brand: dad creates the recipes and monitors quality, mom manages the warehouse and shipping, and Bartek is responsible for the store, marketing, and development.

Today, Kiszone Specjały offers natural pickled vegetables and starters based on family recipes, available online and in over 100 brick-and-mortar stores across Poland – including Carrefour.

The company sells mainly through their own online store and Allegro. The main customer group consists of health-conscious women aged 30–50 from large cities – often mothers looking for proven, unpasteurized products for themselves and their families. And the questions they ask can be really detailed: is a carbonated starter normal? How should pickled vegetables be stored? What does this mean for my iron levels?

Customer service at Kiszone Specjały is not just about logistics – it’s also about daily education and building brand trust.

The situation before implementing Responso

Before Kiszone Specjały turned to Responso, customer communication looked like several parallel worlds completely disconnected from each other.

Problems and challenges

The main e-mail inbox was bursting with threads, one person distributed messages to the rest of the team, Allegro was managed from the platform’s account level, and social media – separately, from various devices. Each channel lived a life of its own.

“Someone would start a thread, and sometimes details would slip through the cracks because there was no conversation history in one place. It was hard to take 100% care of the customer.”

— Natalia Śmiełowska, Marketing & Community Manager at Kiszone Specjały

The effects were predictable: threads were cut short, details slipped through, and when someone started a case and couldn’t finish it, another employee had to painstakingly reconstruct the context – or simply ask the customer all over again. Not everyone had access to all the tools, and not everyone saw all the messages.

For a team working partially remotely, the lack of a shared communication hub was particularly painful. The chaos didn’t just prolong the work – it resulted in errors, unnecessary back-and-forth questions among the team, and a real risk that a customer would simply fall through the cracks.

Choosing Responso

Kiszone Specjały found out about Responso through a recommendation – a friend simply said: “check this out.” And they did! The tool immediately caught their attention with its capabilities, but that wasn’t ultimately what decided their choice.

Searching for a tool: what were the requirements?

Natalia admits openly: support was key. Marzena from the Responso team demonstrated the system’s capabilities on an ongoing basis from the very beginning, helped implement subsequent features, and was available whenever any uncertainties arose.

“It’s the human element that wins me over – if you don’t know something, you don’t sit hunched over it alone; someone will help you.”

— Natalia Śmiełowska, Marketing & Community Manager at Kiszone Specjały

The list of criteria also included:

• an intuitive interface,
• a wide range of integrations,
• templates ready for quick deployment,
• AI features.

But it was precisely the value for money and the human approach of the Responso team that finalized the decision.

The Responso implementation process

Kiszone Specjały didn’t transition to Responso from another dedicated tool – the company started organizing directly from the chaos of scattered communication. The Kiszone Specjały team showed understanding and composure toward the change, although the implementation itself took a bit of time.

In the beginning, there were some issues with e-mail inbox integrations. Although they were quickly resolved, they still caused stress. On the initiative of the Responso team, an alternative integration method was implemented, which completely eliminated the problem.

“We felt fully taken care of – nowadays, that’s what wins.”

– Natalia concludes

Daily work with Responso

A workday at Kiszone Specjały begins with reviewing the Responso inbox. That’s where e-mails, messages from Allegro, and communication from other channels flow in – all in a single view. Practically all customer communication now takes place exclusively within Responso.

Message statuses allow for real-time monitoring of what is open, what requires a reply, and who is handling what. Complaints go to one place and are “filed away” with the appropriate status so they don’t get lost. Templates speed up handling repetitive questions – and with products as niche as fermented vegetables and starters, there are really a lot of such questions.

Anyone on the team can take over a case exactly where someone else left off – without unnecessary internal questions and without the risk of the customer having to explain what’s bothering them* from the beginning.

*definitely not the Kiszone Specjały products themselves! 😉

Most frequently used Responso features:

✅ AI Assistant in Allegro – automatically replies to customer messages, giving them a sense of a quick response and supporting the store’s positioning on the platform. Customers sometimes don’t even realize they are talking to an AI – and the speed of the response does its magic.

✅ AI Context and Sentiment Analysis – automatically detects complaints and urgent matters, allowing the team to start their day with what’s most important, rather than browsing through everything one by one.

✅ Tagging – allows seeing which questions and topics repeat most frequently. Useful not only operationally but also when planning content and marketing communications.

✅ Templates – handling repetitive questions (e.g., about carbonation, storage, how starters work) has become fast and consistent.

✅ Autoresponders – active after working hours so every customer knows their issue will be taken care of.

✅ Internal notes – make it easier to share context within the team without involving the customer.

Implementation results

Kiszone Specjały don’t have hard numerical data just yet – as they admit, only now, with Responso reports, can they measure anything. But the visible effects are clear, and the team evaluates the change as unequivocally positive.

“Our communication is much less chaotic, and contact with customers is definitely easier. We can no longer imagine working without Responso.”

– Kiszone Specjały Customer Service

What actually changed?

• Complaints are handled faster and from a single place – the customer doesn’t have to repeat their history or suddenly switch communication channels.
• Clarity of work – everyone on the team knows what is open, what is closed, and who is handling what.
• Less frustration on the team’s side, better collaboration despite remote work.
• Customers feel taken care of – even when no human has replied yet, the AI has already confirmed receipt of the issue.

Future plans with Responso

Kiszone Specjały has a concrete map for further development and know which Responso features they want to launch in the next steps:

• WhatsApp – planned connection to Responso as another communication channel, so that all conversations flow into a single inbox.
• Call Center – recording calls and linking them with the contact history in Responso is a priority for the team, which will allow closing the customer service loop in one place.
• Chat – a Responso feature that Kiszone Specjały plans to implement and test in the team’s daily work.

Natalia also sees great potential in automatic reminders for overdue cases – a feature the team doesn’t use yet, which could ensure that no complaint or unanswered e-mail slips away in the rush of daily work.

In the long term, Kiszone Specjały also wants to launch automatic AI replies to repetitive e-mail questions, based on templates they already have ready in the system. The foundation is there – it just needs to be turned on.

Kiszone Specjały advises…

“Customer service is the heart of a company – it’s truly worth taking good care of. Find a tool that allows you to manage all communication in one place while maintaining a high standard of customer contact. The better you organize this area and utilize available enhancements, the greater the comfort of work for the team, and the customer feels genuinely taken care of. And this directly translates into their satisfaction and trust in the brand.”

– Natalia Śmiełowska, Marketing & Community Manager at Kiszone Specjały

Would you recommend Responso to other e-commerce businesses?

“Definitely yes!”

Kiszone Specjały recommends Responso without hesitation – as a tool that genuinely organizes communication, facilitates team work organization, and helps maintain a high level of service even with a large volume of messages from multiple channels simultaneously.

In e-commerce, customer service quality is one of the key elements that decides whether a customer will return. Responso helps Kiszone Specjały maintain this standard – and at a price point that truly matters for small and medium-sized stores.