AI customer support for
ambitious e-commerce teams
AI and humans in perfect harmony.
Deliver faster, smarter support – without losing control.
Trusted by ambitious e-com brands
The AI-powered e-commerce customer support platform
Zuzana brings all your customer support into one AI-powered platform. It handles email, chat, phone calls, social messages, reviews, and your helpdesk — and can either integrate with your current tools or replace them completely.
E-mail responses, drafts and actions
Zuzana handles your email conversations end to end. Not just replies, but real actions in the systems you already run.
- Resolves the common cases in your domain through Workflows: WISMO, returns, reshipments and damaged packages.
- Responds only when it is confident, so AI hallucinations never reach your customer.
- Knows exactly when to loop in a human, and hands over the full context when it does.
Chatbot that actually works for e-commerce
Anyone can build an average chatbot. Building a great one is hard. Zuzana's chatbot is connected to everything it needs to actually resolve the case.
- Connects to your full knowledge stack: articles, products, policies and past conversations.
- Takes real actions like order tracking and returns instead of answering basic product questions only.
- Runs on the same engine as the email feature, so answers stay consistent across every channel.
Your whole support operation, in one place
Zuzana includes a complete helpdesk: one inbox for email, chat, phone, social and reviews.
- The AI tags and prioritises every ticket, translates your replies into the customer's language, and feeds your agents the next conversation that matters.
- Cancel an order without leaving the ticket, and spin off side conversations with suppliers.
- Watch the praise your team earns land on the Customer Love board.
Social Media and Reviews
Customer support happens everywhere, and so does Zuzana. Your brand stays consistent and responsive wherever customers reach out.
- Handles comments and direct messages on Instagram and Facebook.
- Answers Trustpilot and Google reviews in your brand voice, without missing a beat.
- Keeps every channel in one inbox, working from the same knowledge and the same policies.
Voice: your phone line, with AI on it
Support does not stop at the keyboard. Zuzana answers your support number, routes the caller through a flow you built yourself, and puts the whole call on the ticket.
- Transfers calls warm or cold: brief a colleague first, or send the caller straight through.
- Transcribes every call and voicemail onto the ticket, searchable like any other message.
- Replies to the caller by SMS when it already knows the answer to their voicemail.
- Lets you build IVR flows by dragging nodes, with every prompt voiced and translated into your market languages automatically.
What our customers say
Support teams at fast-growing e-commerce brands use Zuzana every day. Here is what it changed for them.
“By switching to Zuzana AI, we have made a significant saving by gathering everything in one place. On top of that, the AI has a huge effect on the customer experience. Our response time was reduced by 99% during our very busiest period, while resolution time was reduced by 73%. Today the AI handles around 60% of our entire workload, and the result keeps climbing. Last but not least, Zuzana AI has taken the pressure off our team, who now have the time to go into depth and raise the quality of the complicated customer inquiries that need their expertise.”
“We are very happy with the collaboration and with the platform overall. It makes a significant difference in our daily work to have all customer inquiries gathered in one place, regardless of which channel the customer uses to contact us. It provides a much better overview and makes it easy for us to follow up on conversations and ensure a great customer experience. The AI features in particular work extremely well. The AI continuously adapts to our company’s tone of voice, and we find that it becomes better and more accurate the more we use the platform. This makes it a very powerful tool in our day-to-day customer service operations. In addition, we have experienced a great partnership with the team behind the platform. They are responsive to feedback and attentive to our wishes and ideas for future development.”
“We've tried several different AI customer service and chatbot solutions over the years, and most required a surprising amount of setup, training and data before they became truly useful. Zuzana was completely different. Within just a couple of hours, we were up and running at an incredibly high level, both in terms of response quality and speed. It understood our products and customers remarkably quickly, with very little effort from our side. Most importantly, Zuzana allows us to automate the parts of customer service that make sense to automate, while freeing up our team to focus on where the human touch creates the most value. We've also reduced our customer service costs by 50%. For us, that combination of quality, speed and ease of implementation really sets Zuzana apart.”
“Zuzana is simply a really well-made product. The platform is intuitive and well thought out, so it quickly became a natural part of our everyday work. On top of that, the collaboration has been excellent. The team listens to our wishes and develops the solution around our needs. Altogether, it makes our daily operations much easier. Our team spends less time on routine tasks and more time on the conversations that really matter, so we can focus on giving our customers great service. We can warmly recommend Zuzana to any webshop that takes customer service seriously.”
The safe, simple way to add AI to your support – with full control
Zuzana unifies your tools, guides your AI strategy, and activates automation only when it's safe – giving your team clarity, confidence, and support that keeps getting better.
The e-commerce umbrella your support has been missing
E-commerce teams juggle too many support tools – Zuzana unifies them into one intelligent layer that learns once and elevates every interaction.
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No more scattered systems
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One source of truth for support
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Clear, consistent conversations everywhere
Support that evolves with AI
Zuzana isn't just a tool. It is your AI strategy for customer support.
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You focus on your core
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Zuzana handles the AI
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Your CX and CSAT keep improving
Controlled AI activation
Zuzana automates only when it's fully confident — and hands everything else to your team. You get safe, reliable automation without losing control. You set the pace, and humans stay firmly in charge.
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Proven first, activated second
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No mindless automation
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Safe automation at scale
A note from the founder
Ten years ago, I co-founded Hobbii together with my fantastic co-founders. What followed was a wild ride - years of fast, beautiful growth. Hobbii became Denmark’s fastest-growing company, but more importantly, it became a place filled with talented people who cared deeply about our customers. I’m incredibly proud of what we built together. ❤️
After we sold the company to an investment fund, I moved into a board role. I kept bringing up AI until our CEO said, "Talk is cheap. Build it and I'll buy it." Thanks, Thomas. I tried dodging that bullet for a few months, but he was persistent. Thanks again. 😅
With post-exit boredom reaching dangerous levels, I finally leaned in and started building again. What began as a restless idea has now become Zuzana.
One of the first things I did was reach out to some of the best people I’ve ever worked with — Mathias, Lasse, and Lucas. I knew that if I was going to build something ambitious, I needed a dream team 🚀
Our goal isn’t to eliminate human support — it’s to help support teams do more, do better, and spend their time on the moments that actually matter. As we say: AI for repetition, humans for empathy…
If you’re running a fast-growing business, or if you’ve ever felt the pressure of scaling customer experience while everything else is on fire, I’ve been there. And I built Zuzana for you.
Thanks for reading,
Already on another helpdesk? No problem.
We automatically migrate your conversations, customers, tags, and history from your current helpdesk. The whole thing takes hours, not months.
Learn about migrationTry Zuzana
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