spotIndustry
Scale
Largest in its industry in Europe · 9 languages · 25+ years on market
Modules
Integration
Freshdesk
Implementation results
Key results
AI chat across three domains and nine shopper languages — measurable effects in support and sales.
48%
product recommendation click-through in AI conversations
27%
add-to-cart rate after a chat interaction
83%
of inquiries resolved without a human
4.02/5
average customer satisfaction rating (CSAT)
“Great collaboration and excellent business results. Most importantly, our customers enjoy using AskSpot because of its accurate and quick responses.”
Before AskSpot
A catalogue people buy on numbers — in whatever language they speak
Tactical gear is bought on specification. Weight, dimensions, materials, muzzle velocity, whether a rail takes a particular mount, whether a plate carrier fits a given plate. These are not questions a shopper is willing to guess at, and they are not questions a category page answers.
Militaria answers them across three storefronts, and most of that traffic is not Polish — the international store carries more chat than the domestic one. Add a category where the rules genuinely differ by country, and every one of those specification questions arrives in a language somebody has to cover, at an hour somebody has to be awake for.
Where the pressure came from
- High volume of technical product inquiries — specs, compatibility, instructions
- Frequent in-store availability and stock-level questions
- Complex natural-language product search needs
- Demand for sales support with cross-sell and up-sell recommendations
- After-sales load — order status, complaints, returns, invoices
- Multilingual complexity across many shopper languages and multiple domains
Rollout
How they rolled it out
The specification data first, because that is what a third of shoppers ask about; then an agent per storefront so each market is answered in its own language; then live order data for everything that follows the purchase.
Step 01
Catalogue & Spec Sync
The numbers behind every product
Specifications are 32.3% of everything asked — nearly triple what a general electronics retailer sees — so the full attribute set went in first, down to mount standards and plate sizes.
What shoppers ask
- What does this backpack weigh, and does it take MOLLE?
- Will this holster fit with a weapon light attached?
- Do I need a permit to buy this airsoft replica?
Step 02
Multi-market Agents
One agent per storefront
AskSpot went live on all three domains with per-domain language tuning. Nine shopper languages now show up in the transcripts — Polish, Ukrainian, English, German, French, Romanian, Czech, Swedish and Hungarian — and military.eu carries more chat than militaria.pl does.
What shoppers ask
- Wie lange dauert der Versand nach Deutschland?
- Livrez-vous en France, et sous quel délai ?
- Чи доставляєте ви в Україну?
Step 03
Order API Integration
Stock, status and returns
Out-of-stock questions are 6.2% of chat on their own, so the agent reads live availability and offers the alternative instead of leaving a shopper on a dead product page.
What shoppers ask
- When will this vest be back in stock?
- Do you ship to the UK, and what happens with customs?
- Where has my order got to?
From real conversations
What Militaria shoppers actually ask
Almost a third of every question is a specification — weight, dimensions, materials, muzzle velocity, what a mount will and won't take. This is a catalogue people buy on numbers, and the agent answers from the product data rather than sending them to a datasheet.
Based on 16,596 tagged conversations over 30 days · about 8 messages each · 53% arriving outside business hours, and a quarter at the weekend.
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See every story
Every merchant we have measured — what shoppers asked, what the agent did, and the numbers it moved.
Browse them all →