spotIndustry
Scale
120,000+ orders a month · 120+ employees
Modules
Markets
6 storefronts: PL · RO · HU · CZ · DE · AT
Integrations
Thulium helpdesk · Allegro
Implementation results
Key results
AI Chat on the website and the Inbox Agent in the Thulium helpdesk — outcomes across both channels.
40%
fewer phone calls and messages from the website
29%
of email & marketplace tickets handled automatically
50%
target reduction in consultant-handled inquiries
24/7
product advisory and support availability
“AskSpot helped us serve customers faster and better. Multilingual features and marketplace integrations were crucial, as well as the ability to search and recommend products and answer even hard product questions.”
Before AskSpot
120,000 orders a month, four channels, six markets
Customer inquiries reached 4FIZJO from four directions at once — the online stores in Poland and Czechia, marketplaces such as Allegro, email and contact forms — all converging in the Thulium helpdesk.
As order volume grew, keeping service both fast and high-quality got harder. A large share of tickets were repetitive cases that never needed a consultant — and every market had to be answered in its own language.
Channels landing in one helpdesk
4
Markets to answer, each in its language
6
Repetitive, routine tickets
rising
Answers outside office hours
limited
Rollout
How they rolled it out
Planned around measurable goals — cut consultant-handled inquiries by 50%, provide 24/7 product advice and speed up resolution: chat on the storefronts first, then the helpdesk queue, both against the same catalog and internal systems.
Step 01
Website AI Chat
Advice, specs and orders on-site
Deployed across 4fizjo.pl, 4fizjo.cz and 4fizjo.ro, answering from the live catalog and order data — so shoppers compare models, check specs and track orders themselves, each in their own language.
What shoppers ask
- What’s the difference between the Pro and Classic massage gun?
- Which SUP size for three small kids?
- I signed up for the newsletter — where’s my 10% code?
Step 02
Inbox Agent in Thulium
Email and Allegro tickets, post-sale
Integrated with the Thulium helpdesk over the API. The agent pulls order and product data from the ERP/OMS, drafts or sends replies, updates ticket status, and routes what needs a person.
What shoppers ask
- Where is my order right now?
- I’d like to return a board that didn’t suit me
- The courier logged a delivery I never got
From real conversations
What 4FIZJO shoppers actually ask
Buying and delivery terms, product specs and fit, and order tracking lead the mix — the advisory questions a physio and fitness catalogue generates: which model, what size, will it suit me.
Based on 19,254 tagged conversations over 30 days · around 10 messages each · 58% arriving after hours.
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