A custom tattoo can't be booked in a few standardised clicks. Design, placement, size and artist matching all need individual assessment and advice before an appointment is scheduled. Superchat helps PIKASS TATTOO manage exactly this coordination efficiently.
PIKASS TATTOO is one of the best-known tattoo addresses in the Rhine-Neckar district and runs studios in Ketsch and Wiesloch. Enquiries come in via WhatsApp, Instagram, the webchat on its own website and the phone, and the team has to keep an eye on all these channels at the same time.
That's why Managing Director Marco Berlinghof didn't treat communication as a side issue, but as a process that needs its own system. His goal: to be reachable, even outside studio hours, while spending less time on recurring questions.
The challenge: enquiries from every direction, no central system
Incoming messages were spread across social media and WhatsApp with no structure. Without a shared interface, it took valuable time to gather enquiries and assign them to the right person. If you were looking for a conversation, you had to look for it in the tab where it had started.
On top of that, the industry has its own particular challenge: many tattoo appointments and bookings require payments or deposits in advance, and the team has to check reliably that they have arrived. With two locations and a full calendar, that's a daily effort.
A standard booking flow was not an option. Because every enquiry needs a lot of advice, the booking process couldn't simply be automated. As a result, a lot of working time was tied up in recurring communication tasks instead of being available for advice, service and sales.
Another issue was reviews. In body art in particular, prospective customers compare studios based on Google reviews before they even get in touch. Without a fixed process, reminding happy customers to share that satisfaction publicly was pure luck.
The solution: one platform, integrated with the existing tool stack
At PIKASS TATTOO, Superchat is the central communication platform, but not an isolated tool. All channels come together in one inbox instead of in WhatsApp, webchat and Instagram tabs open side by side, and from there Superchat connects to the existing systems.
The main day-to-day use case remains the simplest one: informing prospective customers, answering questions and preparing customers as well as possible for their appointment at the studio.
Only once prospective customers have shared the relevant information about their tattoo project is the enquiry handed over to the personal advice team. Until then, the digital assistant handles recurring questions and initial guidance.
The automations are built around this core. Automated payment monitoring reminds customers about outstanding deposits via WhatsApp. The integration runs via Zapier and connects the CRM, Superchat and the email software, so nobody has to check manually who still hasn't paid.
Via the same API connection, customers on the waiting list are automatically contacted again and reminded of the interest they showed some time ago. This way, past prospects are re-engaged without anyone having to work through a list.
The review comes at the end of the customer journey. After completed sessions, review requests go out automatically. This makes it as easy as possible for happy customers to reach the review profile.
Superchat isn't used as a standalone solution, but as a central part of a custom-built system landscape. PIKASS connects the platform to its own processes in the CRM and other tools via integrations and automations.
The result: less routine, more time for advice
Automating recurring tasks has significantly reduced the manual effort in customer support. That leaves the team more time for individual advice and personal customer care.
This is possible because the recurring tasks around enquiries, deposits and waiting lists are no longer done by hand, but run through Superchat and the connected systems.
Instead of tabs open side by side, there is one inbox. Enquiries are easy to find, responsibilities are clear, and coordination between Ketsch and Wiesloch happens via tags directly on the conversation instead of in roundabout ways.
Several recurring processes are now automated, including payment reminders, waiting list reactivation, review invitations and replies from the AI agent.
Because the AI agent answers webchat enquiries even when nobody in the studio is at a screen, PIKASS TATTOO can be reached regardless of opening hours.
You can see this in the Google Business Profile, too: 1,474 reviews with an average of 5.0 stars (as of 4 September 2026). For prospective customers who compare studios before sending their first message, that's the first impression. The automated review requests make sure happy customers find their way there easily after every completed session.
The time this frees up goes into advice. The time that used to go into sorting channels and chasing payments is now available for conversations about design, placement and appointment preparation.
Conclusion: communication as a process in its own right
PIKASS TATTOO hasn't just digitised its customer communication, it has structured it. Superchat brings the channels together, the automations take over the recurring part from deposit to review invitation, and the integration with the CRM and email software keeps information in one place.
The result is a leaner support process with the same quality of care.
The aim remains to be faster and more effective than the competition and to stay available around the clock. The custom system landscape is deliberately built to be open: what runs via Zapier and API integrations today can be extended with further processes as soon as day-to-day work requires them.
