How Little Roastery Reclaimed Team Time with Zipchat AI Automation

Automated response accuracy and fast learning help a small specialty coffee team scale service without increasing headcount.

By implementing Zipchat AI, Little Roastery successfully automated the management of standard FAQs and order status inquiries, allowing the roasting team to focus on production rather than manual customer support.

Key results

• Reduced significant time spent on customer service for a small, specialized team
• Successfully automated standard FAQ and order-related questions
• Improved response accuracy compared to previous AI chat solutions
• Streamlined ticket escalation via direct integration with the general email inbox
• Implemented efficient order status tracking for improved customer transparency

Company overview

Little Roastery is a premier specialty coffee roaster based in Amersfoort, Netherlands. The company distinguishes itself through a proprietary slow-roach method, which allows for the development of complex and unique flavor profiles across their diverse range of beans. Sourcing exclusively from high-quality origins such as Brazil, Colombia, Peru, Guatemala, and Indonesia, Little Roastery operates with a mission to honor coffee farmers by providing meticulous batch roasting and a superior end-to-end coffee experience.

In addition to their selection of freshly roasted beans, the brand serves as a comprehensive resource for coffee enthusiasts. Their catalog includes professional barista tools, high-end espresso equipment, scales, and tampers. Little Roastery also fosters a community of coffee lovers through specialized workshops and a flexible subscription model that ensures customers never run out of their favorite roasts. Known for their personal touch—ranging from handwritten notes to lightning-fast shipping—the brand has built a dedicated following of repeat buyers who demand both quality and reliability.

Industry: Food & Beverages
Headquarters: Netherlands
Website: View website

Why Little Roastery chose Zipchat

As a small, specialized team focused on the intricate physical labor of roasting and shipping high-end coffee, Little Roastery faced the common challenge of managing a growing volume of digital customer inquiries. The team recognized that a significant portion of their manual workload was consumed by repetitive questions regarding order status and standard FAQs. These interruptions often diverted attention away from the core craft of roasting and product development. Finding a way to handle these inquiries without losing the brand's reputation for excellent service became a strategic priority.

Prior to integrating Zipchat, the brand attempted to solve this issue with Chatty AI. However, the results were inconsistent. The team found that the alternative solution struggled with accuracy, failing to provide the precise information needed to satisfy discerning coffee customers. More importantly, the previous AI did not demonstrate an ability to learn from the team's corrections or adapt to the brand’s specific operational nuances. This led Little Roastery to seek a more sophisticated, learning-capable AI that could truly represent their expertise and free up their team's schedule.

Results in practice

The implementation of Zipchat AI has transformed how Little Roastery manages its digital storefront. By offloading the vast majority of "where is my order" questions and technical product FAQs to the chatbot, the team has reclaimed substantial hours every week. The AI serves as a first line of defense that operates 24/7, providing instant answers that align with the brand’s high standards. This automation ensures that customers receive immediate support even when the roasting team is busy on the production floor.

What distinguishes the Zipchat experience for Little Roastery is the system's ability to "attain learnings" quickly. Unlike their previous experience, the current AI improves its knowledge base rapidly based on the brand’s specific inputs and data. For more complex inquiries that require a human touch, the team relies on the seamless ticket escalation feature. When the AI identifies a request that needs manual intervention, it escalates the ticket directly to the general email inbox, ensuring no customer is left behind while maintaining a centralized workflow for the small staff.

"For a small team like us, it is helping us save a lot of time on customer service. Especially, standard FAQ and order questions. The ticket escalation to our general email inbox, the order status request works really well as well and the fact that the chatbot attains learnings quickly."

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Which specific problem did Zipchat help you solve?

For a small team like us, it is helping us save a lot of time on customer service. Especially, standard FAQ and order questions. ‍

Were you using another chat solution before Zipchat? If so, which one—and what motivated you to make the switch?

We have tried Chatty AI, however, the answers were not always as accurate and did not learn as well from us as Zipchat AI.

Which Zipchat feature do you find most valuable?

The ticket escalation to our general email inbox, the order status request works really well as well and the fact that the chatbot attains learnings quickly.

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