spotResults
Key results
Measured in AskSpot across 804 chats in a 30-day window. The average chat-driven order is €239 — a single considered piece of furniture rather than a basket of small items — and more than one chat in three that fills a cart goes on to check out.
15%
of chats add an item to the cart
5.1%
of chats end in a purchase
58%
product recommendation click-through
87%
of chats resolved with no human
“AskSpot offers the best of both worlds: the consistency of automation and the quality of natural, helpful responses.”
Before AskSpot
A piece of furniture is bought with a tape measure
Nobody buys a wardrobe the way they buy a lamp. The shopper is standing in front of a 134 cm alcove, or a 170 cm wall, and the real question is whether this exact piece will fit — its width and depth, the thickness of the top, what it holds, whether the corner sofa comes left-handed and whether the bed frame includes the mattress. A product page lists the numbers; it can’t do the arithmetic for the space in front of the shopper.
Much of the catalogue makes it harder still, because it is configurable — the side of a corner sofa, the leg colour of a dresser, the firmness of a mattress, the finish across a whole range. Those are choices, not clicks, and every one of them used to end at a product page that couldn’t answer it, or in a message sent at half past ten at night — which is when two thirds of them are asked.
What decides the sale
the dimensions
Where the answer lived
the product page
Side, colour, finish
per product
Help after closing
none
Rollout
How they rolled it out
One module, three jobs, in the order a furniture purchase actually happens: get the measurement right, settle the configuration, then keep the sale when the first pick is out of stock.
Step 01
Catalogue & Dimension Grounding
Answering with the tape measure out
The 35,818-product catalogue was indexed on the numbers that decide a furniture purchase — width, depth and height, top thickness, load capacity, the fold-out sleep size — so the agent can turn “my alcove is 134 cm” into a specific unit rather than a category page.
What shoppers ask
- I need a hallway unit for a 134 cm alcove
- What are the dimensions of this desk, and how thick is the top?
- How does the Atela shelf differ from the Atela 4X?
Step 02
Configuration & Variants
Side, colour and finish, taken in chat
The configurable options were given their own rules — the left- or right-hand build of a corner sofa, the leg colour of a dresser, mattress firmness, matching a finish across a range — so the agent confirms the exact variant and adds that one to the cart, not the default.
What shoppers ask
- Is the Ravenix corner sofa available left-facing?
- Can I choose a different leg colour for the Herla dresser?
- Can I buy the dresser on its own, without the wardrobe?
Step 03
Stock, Delivery & the Second Choice
Keeping the sale when the first pick is out
Live stock and delivery were wired in, so “in black?” on an out-of-stock desk becomes a restock alert plus an in-stock alternative in the same colour, and “when does it arrive?” returns a real dispatch date and the premium-courier option rather than a shipping table.
What shoppers ask
- Is this desk available in black?
- If I order today, when does it arrive?
- What’s the difference with the premium courier?
From real conversations
What Edinos shoppers actually ask
Almost everything asked is one shopper doing one job: is this the right piece, will it fit my space, and when will it arrive. Specs and dimensions lead — width, depth, top thickness, load, sleep size — with product search and advice right behind, then delivery. Order status is 3.4% of chats. This is a selling desk, not a support desk.
Based on 797 tagged conversations over 30 days · about 8 messages each · 64% arriving outside business hours.
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