How KKT Kolbe drastically reduces service requests and complaints

KKT Kolbe automates customer service with OMQ — from the help page to the complaints process. The result: up to 80% fewer service requests during peak periods.

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KKT Kolbe chatbot helps find a service partner

Up to 80% fewer service requests

KKT Kolbe is a specialist in high-quality built-in kitchen appliances based in Pettstadt. With a wide product range and high quality standards, many customer inquiries arise every day — from standard questions to complex complaints processes. With OMQ, KKT Kolbe automates these inquiries and permanently relieves the service team.

OverviewKKT Kolbe

Industry: Consumer GoodsCompany: KKT KolbeLocation: Pettstadt, Germany

Results that convince

up to 80% reduction in service requests during peak periods

Automated complaints process fewer follow-up questions, faster processing

One knowledge base for all channels always up to date internally and externally

“During peak periods, there was a reduction in service requests of almost 80%.”

Thomas Raab Editor for Content Creation, Technical Documentation & Video Production, KKT Kolbe

The challenge

KKT Kolbe receives many similar inquiries every day — questions about products, operation and warranty. The complaints process was particularly time-consuming: customers sent requests by email without providing the necessary information such as serial numbers. This led to long email chains, a lot of manual effort and delays on both sides. At the same time, a central knowledge base that all employees could access at any time and from anywhere was missing.

Automatically intercepting standard inquiries

With OMQ's intelligent help page, customers find answers themselves — before they even submit an inquiry. The AI sorts topics in real time by inquiry frequency and guides customers directly to the right solution using autocomplete. A central knowledge base supplies all channels simultaneously — internally and externally, always up to date.

Automatically intercepting standard inquiries

KKT Kolbe help page with complaint topics

Up to 80% fewer service requests

The complaints process was particularly time-consuming at KKT Kolbe. OMQ solves this with an intelligent form integrated directly into the help page: customers enter all relevant information in one step — serial number, error type, product details. In many cases, the complaint becomes unnecessary thanks to automatic solution suggestions. The result: drastically fewer incoming emails and noticeably faster processing.

Up to 80% fewer service requests

KKT Kolbe complaint form on the help page

“Quantitatively, the number of inquiries has decreased, while qualitatively they can be easily handled by both the customer and the agent. We have a significant saving in time and effort.”

Thomas Raab Editor for Content Creation, Technical Documentation & Video Production, KKT Kolbe