spotIndustry
Scale
4,000+ furniture products
Modules
Years on market
10+
Integrations
PrestaShop
Results
Key results for a furniture store
Measured in AskSpot over a 30-day window on moderno.dk’s Danish storefront. Furniture is a considered purchase that rarely keeps office hours – most chats land in the evening, and when the agent surfaces a sofa or bed the shopper clicks about half the time.
€38,900
in chat-driven orders a month
12.3%
of chats add an item to the cart
4.9%
of chats end in a purchase
64%
of chats resolved
“AskSpot has changed the way we look at customer support. Your technology lets us reshape Customer Support roles into agent trainers and communication specialists – people who safeguard correct, on-brand communication while continuously improving the agent’s effectiveness through monitoring and knowledge-base optimisation. Today we see CS as a forward-looking role.”
Before AskSpot
A showroom, a phone line, and furniture questions that never keep office hours
moderno.dk sells big-ticket furniture – beds, bunk beds, children’s rooms, wardrobes and mattresses – where a single answer can decide the purchase: which mattress fits a 180×80 frame, whether the Derby wardrobe takes extra shelves, how long a made-to-order piece really takes to arrive.
Much of that demand arrived in the evening, at the weekend, or by phone when no one could pick up. The same questions – delivery timing, sizing, stock, order changes – repeated across every channel, and each one needed a person to answer before the shopper drifted away.
Support channels
3
Busiest for chat
After hours
Most-repeated question
Delivery
Cover outside opening hours
None
Rollout
How moderno.dk rolled out AI chat on PrestaShop
moderno.dk runs a single agent – the AI Sales Agent – wired to three sources so it answers from live data, not a static FAQ: the product catalog, the order and delivery system, and moderno.dk’s own policies.
Step 01
Catalog & sizing connection
Product discovery and fit
The 4,000+ item catalog with its size and material attributes, so the agent recommends by dimension and untangles listings like the 180×80 / 90×200 mix-up.
What shoppers ask
- Which mattress fits a 180×80 bed?
- Can I add shelves to the Derby wardrobe?
- Does the Concept wall bed come assembled?
Step 02
Order & delivery data
Delivery timing and status
Live lead times and order status from moderno.dk’s systems – so “when will it arrive?”, the single most common question, is answered from the warehouse, with made-to-order pieces flagged at 3–5 weeks.
What shoppers ask
- Do I really wait 3–5 weeks for this bed?
- Where is my order?
- Can you deliver to my address?
Step 03
Policies & promotions training
Discounts, pickup and changes
Trained on moderno.dk’s own policies – the −3% newsletter code, showroom pickup, colour changes and cancellations – so a post-sale change no longer waits for the phone line to open.
What shoppers ask
- Do you have a discount code?
- Can I change the colour to Kronos?
- Can I see it in the showroom first?
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 moderno.dk shoppers actually ask
Delivery and timing top every other question – when a piece is made to order, “when will it arrive?” matters as much as the price. Sizing, specs and product advice together are more than half of everything shoppers ask before they buy.
Based on tagged conversations over 30 days · about 8 messages each · 62% arriving outside business hours.
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