spotIndustry
Scale
16,000+ products
Modules
Languages
PL · CZ · RO · IT · SK · DE · LT · HU · NL · AT
Integrations
Magento · Thulium
Results
Key results for an eyewear store
Measured in AskSpot over a 30-day window across 10 storefronts. Prescription eyewear is mostly a where-is-my-order job – but when the agent surfaces a frame or lens the shopper clicks about half the time, and the advisory chats underneath are where the carts come from.
€44,000
in chat-driven orders a month
13.1%
of chats add an item to the cart
8.5%
of chats end in a purchase
55%
of chats resolved
“AskSpot has genuinely improved our customer service – customers get answers faster, and the team handles fewer repetitive tickets.”
Before AskSpot
Every order is made to a prescription – and every prescription raises a question
KODANO sells prescription glasses, sunglasses and contact lenses across ten European storefronts and its own salons. Nothing here is a simple add-to-cart: a pair of glasses is manufactured to one person’s diopters, axis and pupil distance, and takes up to eight working days to make. A shopper who gets a detail wrong doesn’t get a return – they get lenses they can’t wear.
That produces two kinds of question at once, in nine languages. Before the sale: will photochromic lenses really go clear indoors, is this power in stock, my prescription has no PD. After it: where is my order, and when does it land. Together they were more than half the chat volume, and a third of it arrived after the team had gone home.
Storefronts to cover
10
Shopper languages
9
Top question
Where is my order
Channels to staff
Chat + email
Rollout
How KODANO rolled out AI chat on Magento
Two modules against the same catalog and order system: the sales agent first, on the lens and frame catalog and then on live order data, and finally the inbox agent on the post-sale email queue.
Step 01
Lenses, frames & prescriptions
The advice that decides the sale
The catalog down to diopter and base curve, plus how each lens type actually behaves, so the agent can confirm a rare power is in stock, explain what photochromic does behind a windscreen, and walk someone through measuring their own PD when the prescription doesn’t list it.
What shoppers ask
- Are photochromic lenses clear indoors?
- Night&Day −13.00, base curve 8.6 – in stock?
- My prescription has the axis but no PD
Step 02
Orders in production
The biggest question, answered
Live order and delivery data, because a made-to-prescription order spends days in production and people want to know where it is. The agent reads the stage, extends a parcel-locker deadline, or redirects a collection to a salon – a third of all chat, resolved without a ticket.
What shoppers ask
- Where is my order?
- What if I miss the locker deadline?
- Can I collect it in the salon instead?
Step 03
Post-sale email queue
Delivery, invoices, returns
The email queue joined last: delivery timing, salon collection, invoices and returns answered end to end, while anything touching a wrong prescription or a refund is triaged to a person with the whole thread attached.
What shoppers ask
- Send me the invoice for my order
- Is it ready to collect in the salon?
- I got the wrong lens power
Around the clock
Your busiest hours aren't nine to five
Each bar is the share of chats by hour of day, in local time. The shaded window is when a typical team is at their desks. Everything outside it is the agent working a shift no one else is on.
From real conversations
What KODANO shoppers actually ask
Glasses are made to a prescription, so the biggest job on chat isn't selling – it's telling people where their order is and when it lands. The advisory questions underneath that are the ones that decide a sale: lens behaviour, diopters, PD and whether a frame fits.
Based on tagged conversations over 30 days · about 8 messages each · 47% arriving outside business hours.
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