HEDD Audio gets pitch-perfect ecommerce customer support with eesel AI Copilot

HEDD Audio, a German company that makes incredible high-end studio gear, had a problem. Their support team was small, but their customers had big, technical questions. All the answers were floating around in different places – their website, YouTube, PDFs, and past Zendesk tickets. They brought in eesel’s AI Copilot

to pull everything into one spot so the team could:

• Answer customers much faster
• Keep responses consistent across the board
  Handle more questions without hiring more staff

Based in Berlin, HEDD Audio is known for:

• Hand-built studio monitors and headphones
• Products like the HEDDphone, featuring Air Motion Transformer technology
• Serving audio professionals and enthusiasts who demand top-quality sound

When you make premium products, your customer service has to match that same level of polish — and now, HEDD Audio’s support can deliver.

Sounding on-brand and accurate, while handling volume

Because HEDD Audio’s gear is top-notch, the questions they get are, too. Customers want to know the nitty-gritty details before they drop serious cash on a new piece of equipment. For a small support team, this was getting tough.

Here’s what they were up against:

• Super technical questions: We’re talking deep dives into product specs, connectivity options like Dante and AES67, and why their AMT technology is special. Not your average “where’s my order?” stuff.
• Information everywhere: The answers were all over the place. An agent might have to check a product page on the website, then a technical PDF, then a YouTube tutorial, and then maybe dig through old Zendesk tickets to find the right info. 
• Too much manual work: All that searching and piecing together answers was eating up a ton of time. It slowed things down and was just plain inefficient.
• The same questions, again and again: On top of the complex stuff, they were also getting swamped with the usual questions about stock, shipping, and their “B-Stock” policy. It was taking agents away from the trickier problems where their expertise was really needed.

Here comes eesel’s AI co-pilot for Zendesk

HEDD Audio decided to bring in eesel’s AI Copilot to work inside their Zendesk setup. The goal wasn’t to replace their expert team, but to give them a tool that could handle the grunt work and explain technical knowledge and troubleshooting in simple, easy ways. 

Getting all their knowledge in one place

First things first, they had to fix the scattered information problem. HEDD used eesel’s one-click integrations to connect everything—their website, YouTube channel, technical manuals, Zendesk Help Center, and even their old tickets. Just like that, they had one single source of truth for the AI to learn from.

Giving their agents an AI assistant

The AI Copilot works right inside Zendesk, kind of like a helpful assistant sitting next to the support team. When a customer asks about a product, has a complaint, or wants shipping info, the bot reads the ticket and instantly drafts a full response using all the info it has. The human agent can then just give it a quick review, add a personal touch if needed, and hit send. 

Cleaning up the ticket queue, automatically

HEDD Audio also used eesel’s AI Actions to automate some of the boring parts of managing their support queue. The AI can now automatically add tags to incoming tickets—like ‘Pre-Sales’, ‘Shipping’, or ‘Technical-Support’, and so everything is neatly organized. It also helps update tickets to keep workflows moving along smoothly for the team.

Technical support made easy

By giving their team a little AI-powered help, HEDD Audio saw some pretty immediate improvements.

• Faster responses: With instant drafts ready to go, agents could get back to customers much quicker, which is exactly the kind of service you expect from a high-end brand.
• A more productive team: Agents were freed from the tedious research and sorting. They could suddenly handle more conversations and spend their hours on the really tough customer questions.
• More accurate and consistent answers: Since all the info was coming from one place, the answers customers got were consistent and technically spot-on every single time.
• Support that can grow with the company: The AI copilot lets their lean team handle more and more questions without feeling overwhelmed. They can grow their business without immediately needing to grow their headcount.

Why it worked for HEDD Audio?

HEDD Audio’s success came down to using AI to help their experts, not replace them. They gave their team a smart tool that took away the most frustrating parts of their job. For a company that’s all about precision and quality, it was the perfect fit – an intelligent, efficient way to do customer support that lived up to their name.

By training on past tickets, their eesel AI bot could understand the nuances between products and how agents have handled them in the past. No tricky and complex workflow setups or having to figure out the simplest way to explain technical details. 

HEDD Audio wanted a seamless, easy solution to their volume and manual work, and eesel AI listened.

“Free your team to focus on what matters start a free trial or book a demo.