How ConnectNow Helped Keenstone Scale Multilingual Customer Support Across Europe

Keenstone, a leading cross-border e-commerce company with annual global sales exceeding USD 100 million, needed a scalable way to support customers across Europe as order volume continued to grow.

With product lines covering home and kitchen, beauty and personal care, battery chargers, and outdoor tools, Keenstone’s customers often required timely support for logistics, returns, exchanges, product usage, and after-sales service. Many customers chose to contact the brand directly by phone, creating a new challenge: how to provide multilingual customer support across multiple European markets without building dedicated local-language service teams.

ConnectNow helped Keenstone deploy local service hotlines and multilingual AI Voice Agents across Spain, France, Germany, and Italy. The solution enabled 24/7 call reception, intelligent inquiry routing, automated ticket creation, and AI-human collaboration, helping Keenstone build a more scalable customer service workflow for its European business.

 

The Business Challenge

European Growth Created New Customer Support Pressure

As Keenstone expanded its European business, more customers began contacting support directly by phone. While many orders were placed through Amazon, customers often expected the brand itself to provide quick answers for delivery status, return procedures, exchange requests, and product-related issues.

For a cross-border e-commerce company, this created a difficult operational problem. European customers expected fast, local-language support, but building dedicated customer service teams for Spanish, French, German, and Italian would require additional hiring, training, management, scheduling, and quality control.

Keenstone needed a more flexible model that could provide professional customer support across Europe while keeping service operations efficient.

 

Key Customer Support Challenges

1. More Customers Were Calling the Brand Directly

Although Amazon remained a major sales channel, many customers preferred to contact the brand directly for faster after-sales support. This increased the number of phone inquiries outside the platform workflow.

2. Multilingual Support Was Difficult to Scale Manually

Calls from Spain, France, Germany, and Italy required language coverage that was difficult to support with a domestic customer service team alone. Hiring dedicated support agents for each language would increase costs and reduce operational flexibility.

3. Local Service Numbers Were Needed to Build Trust

Without local official service hotlines in each market, customers faced a higher barrier when contacting the brand. Local phone numbers were also important for improving brand credibility and creating a more localized customer experience.

4. Standard Questions Consume Human Support Capacity

Many customer inquiries involved repeatable topics such as logistics updates, return policies, exchange procedures, and platform-based after-sales processes. These standard questions took time away from more complex cases that required human judgment.

 

The ConnectNow Solution

Local Service Hotlines + Multilingual AI Voice Agents

ConnectNow deployed an integrated AI voice customer support solution for Keenstone across four European markets. The solution combined local communications infrastructure with AI Voice Agent technology, enabling Keenstone to handle multilingual phone inquiries more efficiently.

Instead of managing separate telecom providers and local-language support teams in each country, Keenstone established a unified customer service workflow powered by ConnectNow.

 

1. Local Service Hotlines Across Four European Markets

ConnectNow helped Keenstone apply for, connect, and deploy local service numbers in:

• Spain
• France
• Germany
• Italy

These local hotlines gave customers a more accessible way to contact the brand and helped strengthen Keenstone’s professional presence in each European market.

 

2. 24/7 Multilingual AI Voice Reception

All incoming calls were routed to ConnectNow Voice Agent.

The AI Voice Agent can identify the customer’s language and communicate in the corresponding language, including Spanish, French, German, and Italian. This enabled Keenstone to provide multilingual phone support around the clock without assigning a human agent to every incoming call.

For standard after-sales inquiries, the AI Voice Agent can understand customer intent and respond according to predefined business workflows.

Supported inquiry types include:

• Logistics and delivery status questions
• Return and exchange policy questions
• After-sales process guidance
• Basic product support inquiries
• Platform-related service instructions

 

3. Intelligent Routing for Platform-Based After-Sales Requests

For issues that should be handled through Amazon’s official process, the Voice Agent guides customers back to the appropriate platform workflow.

This reduces repetitive manual support work while helping customers follow the correct after-sales process. It also allows Keenstone’s human customer service team to focus on cases that require deeper investigation or personalized follow-up.

 

4. Automated Ticket Creation for Human Follow-Up

When a customer issue requires human assistance, the AI Voice Agent collects key information during the call, including:

• Customer email address
• Order information
• Issue description
• Service request details

The system then generates a support ticket, enabling Keenstone’s customer service team to follow up by email during working hours. This creates a seamless connection between phone support and email support, ensuring each customer inquiry can continue through a structured after-sales workflow.

 

5. AI-Human Collaboration for Complete Customer Service Closure

ConnectNow’s solution does not replace human service where human judgment is needed. Instead, it helps Keenstone automate the front-end reception, classification, information collection, and routing process.

Human agents can then step in with clearer context, better-prepared information, and a more complete view of the customer’s issue.

This AI-human collaboration model helps improve support efficiency while maintaining service quality for more complex customer needs.

 

6 Ways ConnectNow Helped Keenstone Strengthen European Customer Support

With ConnectNow, Keenstone established a localized, multilingual customer support system across four European markets without adding dedicated European-language customer service teams.

The deployment helped Keenstone achieve the following outcomes:

 

1. Established Local Service Hotlines in Four European Markets

Keenstone created local phone service entry points for Spain, France, Germany, and Italy, improving customer accessibility and local brand trust.

 

2. Enabled 24/7 Multilingual Call Reception

ConnectNow Voice Agent helped Keenstone automatically receive and respond to customer calls in Spanish, French, German, and Italian.

 

3. Reduced Repetitive Manual Support Work

Standard after-sales inquiries could be handled or routed by the AI Voice Agent, allowing human support teams to focus on more complex issues.

 

4. Connected Phone Support with Email Follow-Up

By collecting customer information and generating tickets, the solution created a smoother workflow between phone-based inquiries and email-based customer service.

 

5. Avoided the Need to Build New European-Language Support Teams

Keenstone gained multilingual support coverage without hiring separate customer service teams for each European language.

 

6. Created a Data Foundation for Service Improvement

Customer inquiries and after-sales service data can be accumulated over time, helping Keenstone support product optimization, service improvement, and operational decision-making.

 

Why This Matters for Cross-Border E-Commerce Brands

For cross-border e-commerce companies, customer service is no longer limited to answering emails or responding through marketplace platforms. As brands grow internationally, customers expect localized, fast, and consistent support across channels.

Phone support remains especially important when customers need help with delivery issues, product troubleshooting, refunds, exchanges, or urgent after-sales problems.

However, traditional customer service models are often difficult to scale across multiple countries and languages. Hiring more agents can solve part of the problem, but it also increases cost, management complexity, and operational risk.

AI Voice Agents offer a more scalable alternative. By combining multilingual voice interaction, local phone numbers, intelligent routing, and human follow-up, global brands can provide more responsive customer support without expanding service teams at the same pace as business growth.

 

ConnectNow AI Voice Agent for Global Customer Support

ConnectNow helps global businesses deploy AI Voice Agents and communications capabilities for customer experience operations across markets.

For cross-border e-commerce, retail, SaaS, consumer electronics, travel, education, and other global industries, ConnectNow enables companies to build intelligent service workflows that can:

• Answer customer calls automatically
• Understand customer intent
• Support multiple languages
• Route inquiries based on business rules
• Collect customer and order information
• Generate support tickets
• Connect AI service with human follow-up
• Improve customer support efficiency across regions

The result is not just an AI voice bot. It is a customer service workflow designed for global business operations.

 

FAQ

What is an AI Voice Agent?

An AI Voice Agent is an AI-powered system that can answer phone calls, understand customer intent, communicate through voice, and complete predefined service workflows. In customer support scenarios, it can help handle standard inquiries, collect information, route requests, and assist human agents.

How can AI Voice Agents help cross-border e-commerce companies?

AI Voice Agents help cross-border e-commerce companies provide multilingual customer support across countries and time zones. They can reduce repetitive manual work, support local-language interactions, and improve after-sales service efficiency without requiring a large local customer service team.

Can AI Voice Agents support multiple European languages?

Yes. In Keenstone’s case, ConnectNow Voice Agent supported customer calls in Spanish, French, German, and Italian across Spain, France, Germany, and Italy.

Does the AI Voice Agent replace human customer service teams?

No. The AI Voice Agent handles front-end reception, standard inquiries, information collection, and routing. For complex issues, it creates a ticket and enables human agents to follow up with the customer.

Why are local service hotlines important for global brands?

Local service hotlines make it easier for customers to contact a brand and can help improve trust in local markets. For global e-commerce brands, local phone numbers also create a more professional and localized customer support experience.

 

About Keenstone

Founded in 2015 by a founder with experience in the U.S. high-tech industry, Keenstone has grown into a leading cross-border e-commerce company with 300 employees. The company owns multiple well-known brands, including Keenstone and Morpilot, and serves major global markets including the United States, Canada, Japan, and Europe.

Keenstone’s product portfolio has expanded from a single category to multiple core areas, including home and kitchen, beauty and personal care, battery chargers, and outdoor tools. The company’s annual global sales have exceeded USD 100 million. With a mission to raise customer experience to the highest standard, Keenstone continues to invest in dedicated R&D and quality control teams to ensure product quality from development to final delivery.

 

About ConnectNow

ConnectNow is a leading AI Native enterprise AI Agent platform providing intelligent customer service, intelligent marketing, AI voice bots, and industry-specific AI Agent solutions. Through goal-driven AI Agents, ConnectNow helps enterprises automate complex business processes, improve customer experience, increase operational efficiency, and support business growth.

ConnectNow serves customers across industries including e-commerce, finance, manufacturing, gaming, education, aviation, and travel.