Oddby Bikes
E-bikes
Bristol, UK
Oddby Bikes answers most battery questions before anyone opens the inbox
Shop
Oddby Bikes
Based in
Bristol, UK
Support team
3 people on support
Sells
E-bikes
The drafts sound like us because they’re built from our own guides. I change a word, maybe two, and send.
MO
Maya Okafor
Support lead
38 s
median first reply, down from 4 h
An e-bike shop with two mechanics and one support inbox. Rejoina now drafts replies from their battery and warranty guides, and the team edits instead of typing.
Where they started
Oddby sells and services electric bikes from a workshop in Bristol. In spring, the same five questions made up most of the inbox: blinking battery lights, delivery cut-offs, frame sizes, warranty cover and address changes. Maya answered them between repairs, usually hours later.
What changed
The team connected their 42 help-centre articles and let Rejoina draft every reply. Each draft cites the paragraph it used, so Maya can check it in a glance. Questions the guides don’t cover go straight to her with a two-line summary.
The one-word edit
Most drafts go out with a small change: a warmer greeting, the customer’s street name, a “flat” instead of a “place”. Maya says that is the point. The facts come from the guides and the voice stays theirs.
Three months in
Seven in ten questions now close without a handoff. Median first reply fell from four hours to under a minute, and customer satisfaction held at 94 percent.
