Three markets, three languages, one phone line that grows with the business.
ClimaConvenienza offers home comfort solutions in Italy, France and Germany. Demand was climbing in all three markets, and six days after go-live a heatwave pushed it to a record. The phone line held the peak and kept pace with growth.
The situation
Multilingual support behind international growth
ClimaConvenienza brings home comfort to three countries and has been growing beyond Italy for years. Every new market brings customers who want to talk to someone in their own language, often before they buy. The business needed support that could follow the expansion, absorb demand peaks, and do it without a heavy hit to running costs.
Then the heat arrived. Air conditioning demand peaks hard with the weather. Six days after go-live the agent took the busiest day on record: 973 calls.
One agent · every queue · every market
Every queue answered in every market by the same agent, live in every language from day one.
What went live
Multilingual pre-sales and support
The agent takes calls in Italian, French and German across all three queues (general information, order tracking and the product configurator), on the same catalogue and the same rules.
Where is my order
Four calls in ten (42.4%) ask where an order is. Status is read live from Shopify and confirmed back to the caller, with the detail sent as a text so nothing rests on the customer remembering it.
Configuratore
The configurator queue, on the phone. The agent takes a caller through sizing and compatibility to a specific unit for their space and system. It has the highest share of calls closed without an operator: 370 of the 652 calls it received in the month (56.7%).
Connected to Shopify, so the agent reads the same catalogue, pricing and order data the storefront does.
What a ClimaConvenienza call sounds like
Product Configurator
Picking the right unit for the room
I need air conditioning for a bedroom, about 30 square metres. I've no idea which size to get.
I can work that out with you. Is the room on a top floor, and does it get much direct sun in the afternoon?
Top floor, and yes, sun all afternoon.
Then 9000 BTU would be under-sized for that room: 12000 is the right match. We have a single-split Hisense at 12000 with built-in Wi-Fi in stock, and a Mitsubishi in the same class if you'd prefer that brand.
What's the difference in price?
The Hisense is around €300 including VAT, the Mitsubishi starts at about €500. Shall I text you both so you can compare?
Yes, send them over.
WISMO
Where is my order
Hi, I ordered a heat pump last week and I've not heard anything.
I can check that now. Do you have the order number to hand?
One moment... it's 48120.
Thank you. Your order left the warehouse yesterday and it's due Thursday. I'm sending you the tracking link by text now.
And what if nobody's home when it arrives?
I'll log that and the team will get back to you to arrange the delivery.
Product and order details here are illustrative. On a live call the agent reads ClimaConvenienza's real catalogue, stock and order data, and takes the same calls in French and German.
Results · 24 June to 24 July 2026
The first month
44.7%
Calls closed without an operator
5,422 of 12,127 calls closed by the agent with no transfer to a person on the team.
12,127
Calls handled by the agent
In 30 days, for a total of 264 hours of conversation.
973
Calls on the busiest day
Taken by the agent on Tuesday 30 June 2026, six days after go-live, during a heatwave.
Measured on the Sabato platform from 24 June to 24 July 2026, test calls excluded.
Sara helped us handle a sharp spike in requests and move part of the support team onto complex requests and B2B sales. That way we make the most of our people's skills.
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