Toolden gets AI fix

Online tool retailer Toolden has implemented AI and a Zendesk optimisation project with tech integrator Route 101

The initiative has increased customer service efficiency by 70%, transforming Toolden’s support operation into a scalable, intelligent function built for continued retail growth.

As the business expanded, customer enquiries grew in both volume and complexity. While Zendesk was already in place, the retailer identified an opportunity to introduce greater structure, automation, and AI capability to support its next phase of growth.

Route 101 was engaged to optimise the existing Zendesk environment and deploy Zendesk copilot, with a clear focus on efficiency, automation, and intelligent ticket handling. Following a comprehensive health check of Toolden’s platform, Route 101 redesigned forms, restructured workflows, introduced Service Level Agreements (SLAs), and reorganised triggers, automations, and views in line with best practice. Manual follow-ups were replaced with an automated “Bump Bump Solve” process, reducing administrative burden and improving response consistency.

Impact

The most significant impact came from the deployment of Zendesk copilot, an AI assistant embedded within the agent workflow. Copilot works behind the scenes to support agents, reducing staff workloads and boosting productivity.

 “Route 101 restructured and optimised our Zendesk environment, including macros, triggers, and SLAs, and supported us in adopting Co-pilot and AI to automate and assist repetitive support tasks,” said Eddie Grovu, growth and ecommerce director at Toolden. “This reduced manual effort and improved consistency across the team. As a result, our customer service efficiency increased by nearly 70%, putting us in a much stronger position to scale.”