Getmobil deploys ElevenAgents to automate customer service across channels

Getmobil is Turkey's leading marketplace for refurbished electronics, connecting consumers with affordable devices and powering trade-in programs for a network of over 32,000 merchants. To keep pace with growing transaction volumes, the company adopted ElevenAgents to power its customer service operation across voice, web chat and WhatsApp. AI agents now handle 100% of inbound customer interactions across all Getmobil's channels.

Scaling a high-volume e-commerce operation without scaling headcount

E-commerce customer service is high-volume, multi-channel, and unforgiving. Customers expect fast answers regardless of the channel they reach out on, and every additional minute it takes to respond directly affects satisfaction and repeat purchase.

Before ElevenAgents, Getmobil's customer service operation was fully manual. Every order status query, return, product question, and general support request required a human agent. As the marketplace grew, so did contact center costs. There was no infrastructure for outbound automation or efficient handling of repeat queries.

The team needed a way to absorb volume growth, maintain service quality, and open up new operational capabilities without expanding headcount.

Deploying AI agents across voice, web chat, and WhatsApp

Getmobil deployed ElevenAgents across three customer touchpoints: voice (phone), web chat and WhatsApp. The agents handle a broad range of interactions including order tracking, product information, returns, and general support.

Inbound coverage is now 100% handled by AI agents. Where queries require a more nuanced response, agents escalate to human representatives, with 75% of conversations resolved end to end without escalation.

ElevenLabs transformed how we handle customer communication. We went from a team-dependent operation to a fully scalable AI-first model. Our costs dropped by 60%, our response times improved threefold, and 75% of queries are resolved by AI agents on first contact.

- Zeynep Uygun, COO and Co Founder

The team has also begun extending the platform to outbound use cases, adding new flows on a daily basis - from proactive customer follow-up to vendor onboarding calls and collection scheduling.

Why ElevenLabs

Getmobil first learned about ElevenLabs through a company in its network. Independent research confirmed that a significant number of partners and competitors in the space were already using the platform, which served as strong market validation.

Three factors drove the decision. First, voice quality. Getmobil needed natural-sounding conversations, including in Turkish, across phone and WhatsApp. Second, native channel support. ElevenAgents offered voice, web chat and WhatsApp integration out of the box, without requiring custom integration work for each channel. Third, platform accessibility. The team wanted to build and iterate without heavy reliance on external engineering resources.

Our customers reach out wherever it's easiest for them - a phone call, a WhatsApp message, a chat on the site. With ElevenAgents, we can run an AI-first operation across all channels that ensures our customers are getting faster, more consistent answers around the clock.

- Caner Patır, CTO

Impact and results

The move from a manual, headcount-driven operation to an AI-first model has delivered measurable results across every metric the team tracks. Response times have improved threefold, escalation rates have dropped, and the unit economics of customer service have fundamentally shifted.

Response times: 3x lower

First contact resolution: 75% of queries resolved without human escalation

Cost reduction: Contact center costs decreased by 60%

Channel coverage: 100% of inbound across voice, web and WhatsApp

The real value goes beyond automation. We've created a customer experience that is faster, more consistent, and available around the clock, while empowering our human agents to focus on the conversations where they can make the greatest impact.

- Ali Özhan Gürel, Head of CX

What's next

Getmobil is actively expanding its outbound operations, adding new automated use cases on a daily basis. The team sees AI-powered customer service not as a future investment but as an immediate operational necessity - and a core part of how Getmobil delivers a premium customer experience while keeping operations lean as it scales into MENA markets.