Notino, one of Europe’s largest online beauty retailers, has partnered with Daktela for over 15 years to support its rapid international growth and ever-evolving customer care needs. Operating in 27 countries with a catalogue of over 100,000 products, Notino required a reliable omnichannel platform to unify communications and ensure high service standards.
Before Daktela, Notino faced challenges with disparate systems and unclear communications. Daktela provided a centralised solution that integrates calls, emails, webchat, social media, and SMS into a single platform. This enabled real-time visibility, CRM-powered interaction history, and automated ticketing workflows—ensuring quick, consistent responses across all markets.
The deployment of tools like the virtual switchboard, local foreign numbers, and the “Týna” AI assistant helped improve call handling, reduce wait times, and allow operators to focus on complex cases. Features like SMS connectors, Facebook Messenger integration, and webchat further extended customer reach.
Daktela’s flexibility allowed Notino to scale seamlessly across 19 languages and manage all e-shops from a single hub. Looking ahead, Notino plans to implement AI voicebots to handle routine requests 24/7, aiming to reduce costs, boost conversions, and enhance accessibility—cementing Daktela as a long-term innovation partner in customer experience.
