Rito

The full story

What does your company do?

Rito is an international e-commerce company specializing in yarn and hobby products. The company sells to customers in more than 10 countries and has been growing steadily for over 12 years. Customer service plays a central role in supporting customers before and after purchase across multiple languages and markets.

What is the goal of your business?

Rito’s goal is to continue scaling internationally while maintaining a high level of customer service quality. As the company expands into more countries, the customer service setup needs to be flexible, cost-efficient, and able to support agents working across languages, time zones, and seasonal fluctuations, without compromising the customer experience.

Why did you choose Herodesk?

Rito previously used a large, international ticketing system that had become too complex and expensive relative to the value it delivered. Pricing was difficult to understand, flexibility was limited, and feedback from daily users was not reflected in product improvements.

Herodesk stood out as a more transparent, flexible, and value-for-money alternative. The ability to scale agents up and down with seasonal demand, avoid long binding contracts, and work with a more locally driven product roadmap were key deciding factors. The strong focus on practical AI features that support agents (rather than replacing them) was also a major reason for choosing Herodesk.

What is your favorite feature in Herodesk?

One of the most impactful features for Rito is Herodesk’s AI-driven order detection and automation. When a customer contacts support to change or cancel an order, especially outside office hours, Herodesk’s AI rules identify the intent and automatically put the order on hold in Rito’s systems before it is packed and shipped.

This has already resulted in more than 4,500 orders being paused automatically, saving Rito €25,000 in avoided return handling costs alone. At the same time, customers get a much better experience because their requests are handled correctly before it’s too late.

How does Herodesk make your daily life easier?

Herodesk removes a lot of manual and error-prone work from everyday customer service operations. AI automatically categorizes inquiries, so agents don’t need to remember tagging rules in busy situations. AI-powered translations ensure that customers receive accurate, natural replies in their own language, even when agents don’t speak it themselves, while preserving Rito’s tone of voice.

This creates more confidence and calm for agents, improves internal efficiency, and ensures customers feel they are communicating with real people, not machines. Overall, Herodesk gives Rito better overview, fewer mistakes, and more time to focus on what matters most: helping customers.