Estarli: Riding tandem with eesel AI in their chat bubble

The UK-based e-bike crew brought in an eesel AI chatbot to handle customer questions instantly, tidy up their support tickets, and give their small team a bit of breathing room.

Let’s talk about Estarli. They’re a British e-bike company that started up in 2020, designing and building a solid range of folding, full-size, and even cargo e-bikes right here in the UK. They run a lean operation, focused on building great bikes and growing fast, with a big emphasis on local assembly and top-notch customer service.

The good kind of problem: Too many customer questions

As Estarli started getting more popular (which is great!), their support team found themselves buried under a pile of the same questions, over and over again. All the important info about their bikes was scattered everywhere, on the website, in technical PDFs, across Google Drive docs, and in YouTube tutorials. This made it tough for both customers and the team to find what they needed quickly.

It created a few headaches.

First, the sheer volume of repeat questions. The team was constantly typing out answers to things like:

“What size is the e28.9 bike?”
“What kind of pedals does it use?”
“How often do the belts need to be changed?”

It was a bit like Groundhog Day. With info all over the place, customers couldn’t easily find answers themselves, which meant more support tickets and a bit of frustration all around. For a small team, this was a real time-sink. They were spending so much time on routine questions that they risked falling behind on the trickier stuff, which isn’t great for the customer experience.

So, they brought in an AI support specialist

Estarli decided they needed an automated system that could grow with them, so they turned to eesel AI.

First, they had eesel pull all that scattered information into one smart place. The AI was trained on everything Estarli had to become a true product expert. We’re talking website content, YouTube video transcripts, technical PDFs, product spec sheets, and even internal docs from their Google Drive.

Next, they put an AI chatbot right on their website. It sits embedded on their help page so people can find instant, accurate answers. It can answer most product questions on the spot, so customers don’t have to wait for a human to get back to them.

The bot also hooks directly into their Freshdesk helpdesk. To make sure it gave the right answers, they trained it on their existing help articles and pre-written responses. For the really tough questions the bot can’t answer, it uses a “Create Ticket” feature to handover to a human agent. If a query is too much for it, the bot just creates a detailed ticket in Freshdesk automatically. This makes for a super smooth hand-off to the human team, with all the context they need right there.

The pay-off: A more efficient team and happier riders

Customers now get correct answers to their questions 24/7, which means less waiting and a much better experience. The chatbot fields a ton of the common questions, which frees up the human team to put their energy into the more complicated problems, like sorting out delivery logistics or handling warranty claims.

The whole workflow is just smoother. The automated ticket creation means every tricky issue gets logged properly without anyone having to do manual data entry. No more queries falling through the cracks.

Basically, eesel AI has become like an extra team member who never sleeps or takes a coffee break. It lets Estarli’s small team provide a level of support you’d expect from a much bigger company, even as they continue to grow.

Getting back to what they do best

By using eesel AI, Estarli built a support system that actually works for their growing community of riders. The chatbot helps customers out right away and lets the internal team operate way more effectively. Now, they can get back to focusing on what they really love, designing and building fantastic e-bikes, knowing that customer support is humming along nicely in the background.

See how eesel AI can help your team do their work, start a free trial or book a demo.