spotIndustry
Markets
10 storefronts: PL · CZ · RO · IT · SK · DE · LT · HU · NL · AT
Modules
“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 they rolled it out
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
7,000 emails a month
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
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 5,569 tagged conversations over 30 days · about 8 messages each · 34% arriving outside business hours.
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