spotIndustry
Scale
211 collection points across Poland
Modules
Platform
WooCommerce
Results
Key results
Measured in AskSpot across 5,999 chats in a 30-day window. The agent sells: nearly one in five chats adds a test to the basket, and the average booked order is €59 — about 3.6 tests, because people build a panel rather than buy a single marker. Every number here is measured, and none of it crosses into medical advice.
€29,900
in chat-driven orders a month
19%
of chats add a test to the cart
8.4%
of chats end in a booked test
81%
of chats resolved with no human
“AskSpot truly supports us in the day-to-day customer service operations at badaj.to. Customers receive clear and accurate answers exactly when they need them, including outside standard business hours, which is extremely important to them. From our perspective, this means significant relief for the team and a noticeable improvement in the customer experience. We also appreciate that automation goes hand in hand with quality — the responses are consistent, natural and genuinely helpful. It’s a solution that benefits both customers and the entire team.”
Before AskSpot
The shopper knows a symptom, not a test name
A lab test is not an impulse buy, and the badaj.to catalogue reads like a hospital request form: hundreds of individual assays and dozens of packages, each with its own preparation, sample type and turnaround. The shopper rarely knows the name of what they need — they know a symptom, a word from their doctor, or that they want “a general check-up.” Turning that into the right product, from the right collection point, at the price for that town, is a great deal of small knowledge to hold at once.
And the questions do not keep office hours. The customer-service line runs Monday to Friday and Saturday mornings; the worry about a result, the “can I still book for tomorrow,” the discount code that won’t apply — these arrive in the evening and late at night. Before AskSpot, they waited until morning or never came back. The one line that could never move: a diagnostics service can help a shopper choose and book, but it must not diagnose.
What the shopper knows
a symptom
Catalogue to match it to
hundreds of tests
Support-line hours
Mon–Fri + Sat AM
Help after it closes
none
Rollout
How they rolled it out
One module, three jobs, in the order a test purchase actually happens: find the right test, arrange where and when it’s drawn, then take the order — without ever crossing into medical advice.
Step 01
Test Search & Catalogue Grounding
The right assay from a name or a symptom
The WooCommerce catalogue — hundreds of individual tests and dozens of packages — was indexed on how people actually ask: by test name (anti-CCP, Beta-hCG, TSH), by symptom, and by “a general check-up.” The agent returns the exact product page and the price for the collection point the shopper picks, rather than a category to scroll.
What shoppers ask
- I need anti-CCP and ANA — do you do them?
- Order total, free testosterone and SHBG from one draw
- I want a general health review — where do I start?
Step 02
Collection Network & Results
Where it’s drawn, and when results land
The agent was given badaj.to’s logistics: 211 collection points and what each one takes, home collection (a consultant calls within a working day, the visit inside two to three), the one-off €3 draw fee whatever the test count, and when results appear — thyroid the same evening, online under the patient’s card number.
What shoppers ask
- Can I have a swab taken at your Zabrze point?
- Thyroid results — if I book tomorrow morning, when?
- A home blood draw for my child — whose details?
Step 03
Orders, Accounts & the Boundary
Selling right up to the line it must not cross
Two separate logins (the e-shop by e-mail, the results platform by card number), the discount rules, invoices and order status were all handed to the agent — and above all the rule that it never diagnoses. It points to the right test and the free results-description service, hands off to the team when a question needs a person, and opens every chat by saying it isn’t a medical service.
What shoppers ask
- Apply my Large Family Card discount online?
- Where do I enter a discount code?
- My doctor suspects pregnancy — which test?
From real conversations
What badaj.to shoppers actually ask
Almost six in ten conversations are one person doing one job: working out which test they need and what a package actually covers. "Which test for these symptoms?" comes first, then "what's in this panel and when are the results ready?" — a catalogue the size of a hospital lab, sorted in a sentence. Order status and complaints together are under 5%. This is a selling desk, not a support desk.
Based on 5,980 tagged conversations over 30 days · about 7 messages each · 62% arriving outside business hours.
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