How myphotobook automatically answers 83% of all emails

myphotobook uses OMQ Reply to automatically answer 83% of all customer inquiries by email — saving 408,000€ per year. Seamlessly integrated in just a few minutes.

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myphotobook chatbot provides the status of an order

83% of all emails answered fully automatically

myphotobook is one of Europe's leading providers of personalised photo products — photo books, calendars, photo prints and wall decorations. As an e-commerce company with a broad customer base in multiple countries and under various brands, myphotobook has relied on OMQ since 2015 — to automate customer inquiries across all channels and reliably support customer service even during seasonal peaks.

Overviewmyphotobook

Industry: E-CommerceProducts: AI Email Bot (OMQ Reply), AI Chatbot, Intelligent Help Page, Smart Contact FormIntegration: ZammadCustomer since: 2015Region: Europe

AI email bot answers an inquiry to myphotobook in the ticket system

Results that convince

83% of all incoming emails answered automatically

408,000€ cost savings per year

since 2015 OMQ customer

“OMQ Reply automatically answers a large number of emails every day at consistently high quality. This significantly reduces our workload and saves a noticeable amount of time and costs.”

Bianca Gaede Head of Customer Service, myphotobook GmbH

The challenge

As an e-commerce company with customers in multiple countries and under various brands, myphotobook receives a large number of email inquiries every day — particularly during seasonal peaks, the volume increases significantly. The inquiries must be answered quickly, consistently and at consistently high quality. This cannot be reliably scaled with a purely manual team — without quality or response times suffering.

AI email bot seamlessly integrated

OMQ Reply was integrated directly into the existing Zammad ticket system — in just a few minutes, without a complex implementation project. The AI analyses incoming emails, understands the request and creates a precise, brand-compliant answer based on myphotobook's central knowledge base. In draft mode, the team reviews the suggestion and sends it with one click. When the system is confident, the reply goes out fully automatically — around the clock.

AI email bot seamlessly integrated

Draft reply by the AI email bot in Zammad

83% automated — 408,000€ saved

Directly from Zammad, OMQ Reply automatically answers 83% of all incoming emails — equivalent to annual cost savings of 408,000€. Even during seasonal peak periods, customers receive an immediate, precise answer without the team being overwhelmed. OMQ Reply is already in use for two brands — the rollout to additional brands and countries is in preparation. All channels draw on the same central knowledge base: maintain content once, available everywhere immediately.

83% automated — 408,000€ saved

How the OMQ AI email bot works together with Zammad

“The implementation only took a few minutes. Since then, we have been working significantly more efficiently and can respond to our customers even faster.”

Bianca Gaede Head of Customer Service, myphotobook GmbH