Situation
Olimp Labs is a manufacturer of dietary supplements and nutrition products, known for research-backed formulations. It sells through four stores: the Polish, German and French Olimpstore and Olimpmed24 for medical nutrition.
The goal was to take the most repetitive questions off the customer service team: product advice, ingredients, healthy lifestyle questions and the endless "where is my order".
Implementation
The agent was trained on the product range and answers in the language of each store. Through the BaseLinker integration it checks order status in real time, so a customer gets the shipping status inside the conversation instead of writing an e-mail.
The tone was tuned to the brand, so the agent reads as a friendly, competent advisor. The team reviews chat logs and adds corrections, which keeps the knowledge base current and the answers improving.
Result
E-mails dropped by around 40% and enquiries forwarded to the customer service team by 70%. Waiting time for an answer is close to zero, also after business hours and in every language the stores sell in.
The team now handles complaints, technical support and special orders. Customers praise the speed of the answers and the fact that help is available at any time.
